Senior Service Designer

Job Summary

We are looking for a Senior Service Designer with a strong grasp of process engineering and the ability to front-run strategic projects, translating complex services into actionable recommendations. This role requires deep expertise in service design, experience strategy, and business process optimisation to shape how services are designed, delivered, and evolved.
You will work within an interdisciplinary team to map, visualise, and define new service experiences, using a mix of research, journey mapping, process analysis, and strategic thinking. You should be comfortable working end-to-end, from research and problem framing to ideation, prototyping, and implementation.
Collaboration is at the core of how we work. As a Senior Service Designer, you will partner with business leaders, value streams, data & analytics teams, and customer-facing teams to shape solutions that enhance service efficiency and customer experience.

Job Description

• Plan and execute design research using qualitative and quantitative methods (ethnographic research, UX research, secondary research, business analysis).
• Translate research insights into service blueprints, customer journeys, and process improvements.
• Identify inefficiencies in current-state service models and propose evidence-based future-state recommendations.
• Conduct root cause analysis and process redesign for service efficiency and scalability.

Strategic Thinking & Stakeholder Engagement

• Front-run strategic projects, engaging with business and technology stakeholders to shape new service propositions.
• Facilitate co-creation workshops with executives, clients, and delivery teams to define service strategies and process improvements.
• Define and structure design deliverables that align with business objectives and strategic priorities.
• Collaborate with product owners, engineers, and process teams to ensure services are technically feasible and operationally sustainable.

Execution & Implementation

• Work closely with researchers, UX designers, business analysts to ensure seamless service delivery.
• Provide implementation guidance to teams, ensuring that service design principles are effectively integrated into product and process decisions.
• Track and measure service performance, using analytics and operational insights to refine service experiences.

Desired Skills & Experience

• 5+ years of experience in service design, process engineering, or experience strategy, preferably within complex organisations.
• Strong background in process mapping, journey mapping, and business process optimisation.
• Bachelor’s degree in Service Design, Business Design, Process Engineering, UX, or a related discipline.
• Expertise in user-centred design and service blueprinting to drive business transformation.
• Strong ability to synthesise research findings into actionable service strategies.
• Experience working in agile environments, collaborating with product, tech, and operational teams.
• Ability to facilitate workshops and design sprints with senior stakeholders.
• Excellent storytelling, communication, and stakeholder management skills.
• Familiarity with technology and data-driven service design approaches.

Advantageous

• Formal training or experience in process engineering, Lean Six Sigma, or business process reengineering.
• Background in operations design, systems thinking, or business model innovation.
• Knowledge of enterprise platforms, automation, and digital transformation trends.