Senior UX / Service Designer

About the Role

We are seeking a Senior UX Designer with strong service design expertise to lead the creation of seamless and engaging user experiences across digital and mobile channels.

In this role, you will take ownership of complex projects, leveraging your strategic thinking, problem-solving skills, and deep understanding of user-centred design to shape end-to-end customer journeys. Working closely with cross-functional teams in an agile environment, you’ll ensure our solutions are not only visually stunning but also functional, scalable, and user-driven.

Key Responsibilities:

• Lead Service Design Initiatives: Design and optimise customer journeys by mapping user needs, behaviours, and pain points, ensuring a seamless end-to-end experience across touch points.
• UX Strategy & Research: Conduct user research, usability testing, and workshops to uncover insights, define user personas, and develop actionable design strategies.
• Wireframes & Prototypes: Create low- to high-fidelity wireframes, interactive prototypes, and design specifications to communicate design ideas effectively.
• Collaborate Across Teams: Work closely with developers, product managers, and other stakeholders in agile sprints to deliver user-centred solutions that meet business objectives.
• Advocate for the User: Serve as a champion for the user by ensuring their needs are at the forefront of every design decision.
• Stakeholder Engagement: Communicate design concepts and decisions effectively to clients and stakeholders, fostering trust and buy-in.
• Design Systems: Contribute to and maintain design systems that support scalable, consistent user experiences across platforms.
• Stay Ahead: Stay current with industry trends, tools, and methodologies to bring fresh perspectives and innovative approaches to the team.

About You

• Minimum 5 years of experience in UX design, with a strong focus on service design in digital, mobile, and agile agency environments.
• A compelling portfolio showcasing service design projects, including journey maps, personas, wireframes, and prototypes.
• Proficiency in tools such as Figma, Miro, or equivalent for wireframing, prototyping, and collaboration.
• Experience: Strong understanding of agile methodologies and the ability to thrive in iterative design cycles.
• Demonstrated experience in conducting user research, usability testing, and synthesising findings into actionable designs.
• Excellent verbal and written communication skills with the ability to present and justify design decisions to stakeholders.
• Proven ability to tackle complex problems with innovative, user-centred solutions.
• Strong team player with the ability to work across multidisciplinary teams, including developers, product managers, and visual designers.
• Experience in designing for omni-channel experiences, including web, mobile, and offline touch points. Experience working on greenfield projects is a plus.

Life at Bilue

• Client-focused: We are dedicated to delivering exceptional value to our clients while supporting each other to achieve collective success.
• Flexible work: We offer 1-2 days per week in the office, balancing flexibility with the expectation that you’ll go the extra mile for our clients when needed.
• Professional development: We’re committed to your personal and professional growth, offering continuous learning through Go1 (which provides unlimited access to a wide range of courses), along with support from our dedicated internal performance coach.
• Annual events: We organise annual events to foster in-person connection and team collaboration.
• Flat structure: We operate with a flat structure, where our casual, approachable executive leadership team (ELT) ensures everyone’s voice is heard.
• Internal communities: We build and nurture internal communities for knowledge sharing and collaboration, keeping everyone connected and informed.