Senior Service Designer

We are expanding our UX research and service design team dedicated to establishing a best-in-class research practice across the Admiral. As a Senior Service Designer with a passion for service design, you will be a key player in shaping this exciting initiative.

Responsibilities:

Elevate the Research Practice:

• Establish a best-in-class UX research practice, driving its implementation throughout the company.
• Advocate for the value of research, building strong relationships and securing buy-in across departments.
• Develop research frameworks to maximise research impact and deliver demonstrably positive outcomes.
• Own and lead research initiatives that elevate the practice within Admiral and inspire wider industry engagement.

UX Research & Service Design:

• Conduct research using a mix of qualitative and quantitative methods to understand customer needs, pain points, and behaviours throughout the insurance lifecycle.
• Plan and lead generative and evaluative research end-to-end.
• Investigate user behaviour, attitudes and motivations using empirical research based on mixed methods, and through partnering with other data and insight teams
• Integrate primary and secondary data into the insights process to develop a compelling point of view.

Cross-Functional Collaboration:

• Partner with researchers, product managers, designers, data analysts, insight teams and other stakeholders to ensure a user-centred approach to product
• Lead cross-functional teams to map the user experience across all touchpoints, ensuring alignment with business objectives.
• Champion a user-focussed approach with stakeholders, translating research into actionable decisions for product development and service delivery.

Desirable Qualifications
An advanced degree (Master’s or PhD preferred) in one or more of the following disciplines: Human-Centred Design, Human-Computer Interaction, Psychology or Social or Digital Anthropology.

Relevant professional experience may be considered in lieu of a formal qualification in these areas.
Experience:

• Experience & Skills: 7+ years of experience in service design and user experience, including leading end-to-end design initiatives across complex, digital-first service ecosystems.
• Strategic Leadership: Demonstrated ability to shape and deliver strategic service design for large-scale online platforms or digital transformation programs.
• Regulatory Knowledge: Strong understanding of the regulatory landscape in digital services (experience in regulated industries is advantageous but not required).
• Co-Design Facilitation: Proven ability to facilitate co-design workshops, engage senior stakeholders, and build consensus across disciplines.
• Systems Thinking: Excellent systems-thinking skills, connecting user needs, business goals, and technical constraints to create coherent service experiences.
• Communication: Confident communicator and presenter, adept at tailoring complex messages for executive audiences, delivery teams, and non-design stakeholders.
• Collaboration: Passionate about collaboration and agile, iterative delivery, with a track record of working successfully in multidisciplinary environments.
• User Research: Deep expertise in human centred design, with proficiency in both qualitative and quantitative research methods and the ability to translate insights into actionable service improvements.

Why join us?