Service Designer

As a Service Designer, you will play a key role in defining, maintaining, and aligning the service vision across multiple teams. You will ensure that all digital and non-digital touchpoints contribute to a cohesive, user-centred experience, translating high-level service strategies into intuitive UX/UI interactions. You will work across multiple Agile squads and business units, ensuring alignment between business goals, user needs, and technical feasibility, while driving service innovation and continuous optimisation.

Core Areas of Impact

1. Define & Maintain the Service Vision

o Ensure all teams deliver a consistent, seamless service experience across digital and offline channels.

o Act as the guardian of service principles, ensuring they guide product and design decisions.

o Maintain alignment between service strategy, product roadmaps, and delivery teams.

2. Experience Mapping & Service Blueprints

o Map end-to-end journeys, identifying cross-team dependencies and touchpoints.

o Develop service blueprints that connect frontstage UX/UI interactions with backstage operational processes.

o Ensure digital designs are informed by real-world service workflows.

3. Cross-Team Collaboration & Agile Alignment

o Work across multiple squads to ensure UX/UI, product, business and technical/development teams are aligned.

o Provide journey-level insights that help UX/UI teams shape feature-level designs.

o Ensure backlog prioritisation considers holistic service dependencies.

4. User Research & Data-Driven Decision Making

o Conduct qualitative and quantitative research to validate service improvements.

o Use data-driven insights to prioritise and refine user journeys.

Prototype and test service-level improvements to inform product development.

5. Facilitation & Stakeholder Engagement

o Run co-creation workshops to drive alignment between design, product, technical/development and operations.

o Collaborate with cross-functional teams to resolve experience gaps and inefficiencies.

6. Service Optimisation & Continuous Improvement

o Drive continuous iteration and optimisation based on user feedback and performance metrics.

o Ensure the service evolves alongside changing business and user needs.

Key Responsibilities

· Maintain and evolve the service vision, ensuring product teams deliver a cohesive, user-centred experience.

· Define, map, and continuously refine end-to-end journeys, ensuring alignment across Agile squads and workstreams.

· Develop service blueprints that connect UX/UI designs with backend systems, workflows, and customer support.

· Act as a bridge between UX/UI, product, business and development teams, ensuring the app’s interface and interactions align with the overarching service vision.

· Facilitate workshops and drive cross-team alignment to resolve dependencies and optimise workflows.

· Conduct research and usability testing, ensuring service improvements lead to measurable business and user outcomes.

· Support backlog prioritisation, balancing desirability (user needs), viability (business impact), and feasibility (technical constraints).

· Advocate for service-led decision-making, ensuring that teams consider the entire ecosystem, not just digital interactions.

Key Skills & Experience

· Expertise in service design methodologies (journey mapping, blueprinting, systems thinking).

· Ability to conduct high-level design to define core service structures and flows before detailed UX/UI execution.

· Experience aligning multi-disciplinary teams (design, development, operations, business).

· Strong facilitation and stakeholder engagement skills, with the ability to drive alignment across multiple squads.

· Deep understanding of UX/UI principles and how interfaces connect to broader service flows.

· Research and data analysis capabilities to inform evidence-based decision-making.

· Familiarity with Agile delivery methods, including product roadmaps, backlog prioritisation, and iterative development.

Qualification and Certifications

Relevant qualifications and Certifications will be required