Service Designer

We are looking for a Senior Service Designer to join a dynamic team focused on delivering seamless, user-centered service experiences. This is an exciting opportunity to contribute to the design and optimisation of services across digital and non-digital touchpoints in a fast-paced, Agile environment. As a Senior Service Designer, you will work closely with various teams to ensure alignment between business goals, user needs, and technical feasibility, while driving service innovation and continuous improvement.

Key Responsibilities:

• Maintain and Evolve the Service Vision: Ensure that teams deliver a cohesive and seamless service experience across both digital and offline channels, acting as the guardian of service principles.
• Experience Mapping & Service Blueprints: Map end-to-end journeys and create service blueprints to connect UX/UI interactions with operational processes. Ensure designs are informed by real-world service workflows.
• Collaboration Across Teams: Work with multiple squads to ensure alignment between UX/UI, product, business, and development teams. Provide journey-level insights that shape feature-level designs.
• User Research & Data-Driven Decision Making: Conduct qualitative and quantitative research to validate service improvements and use data-driven insights to prioritise user journeys. Prototype and test service-level improvements.
• Facilitation & Stakeholder Engagement: Lead co-creation workshops to drive alignment between design, product, technical, and operational teams. Work with cross-functional teams to resolve experience gaps and inefficiencies.
• Service Optimisation & Continuous Improvement: Continuously iterate and optimise services based on user feedback and performance metrics, ensuring the service evolves in line with changing business and user needs.

Key Skills and Experience:

• Service Design Expertise: Proficient in service design methodologies such as journey mapping, blueprinting, and systems thinking.
• Design Leadership: Strong ability to define core service structures and flows at a high level before moving to detailed UX/UI design execution.
• Cross-Functional Alignment: Experience in aligning multi-disciplinary teams, including design, development, operations, and business functions.
• Stakeholder Engagement & Facilitation: Strong facilitation and stakeholder management skills, with the ability to drive alignment and resolve dependencies across teams.
• UX/UI Understanding: Deep knowledge of UX/UI principles and how they connect to broader service flows and back-end systems.
• Research & Analytics: Expertise in research methods and data analysis to drive evidence-based decision-making.
• Agile Delivery: Familiarity with Agile methodologies, including roadmap development, backlog prioritisation, and iterative development.