Role: Service Designer
Salary: Up to £75,000
Location: South London HQ – 2 days p/w on site
Duration: 24-month FTC
We are looking for a Service Designer who thrives in the \"zero-to-one\" phase. You won't just be following a process; you will be helping the Service Design Lead establish the very methods, tools, and frameworks that the business will use for years to come.
Our clients CX team was born late last year and are currently in their \"infancy.\" They have the vision, the ideas, and a high-energy environment - now they need the Service Design framework to make it all scale.
You will be the bridge between big-picture strategy and tactical execution. While the UX team focuses on features, you will be looking at the holistic end-to-end journey, identifying gaps and opportunities for both our customers and our employees.
Responsibilities:
* Help create and embed SD methods, artefacts, and experience principles across the business.
* Design and lead high-impact workshops to align stakeholders on journey challenges and service improvements.
* Support the rollout of platforms, ensuring our journeys are evidence-based and linked to hard metrics.
* Act as a coach to our four CX Analysts, transferring skills in journey mapping and insight-led design.
* Work closely with Digital, Product, IT, and Ops to ensure your designs aren't just beautiful on paper, but practical and scalable in reality.
Experience Required:
* You are hands-on. You love creating service blueprints and journey maps, but you’re equally focused on how they fit into a product backlog.
* You can deal with all levels of the business, giving them confidence in the design process through clear, jargon-free communication.
* Experience across different sectors and clients, allowing you to adapt your \"toolkit\" to fit our unique culture.
* You ensure accessibility and inclusivity are baked into every design, not added as an afterthought.
* Proven experience of service design in complex or large-scale organisations.
* Strong practitioner skills in journey mapping, service blueprinting, design facilitation, and experience definition.
* Demonstrated experience in using a journey management platform (e.g. TheyDo, CXOmni, Cemantica).
* Ability to translate customer and business insights into design priorities and actionable outcomes.
* Skilled in workshop design and facilitation, including remote and hybrid collaboration (Miro, Mural, FigJam).
* Confident in collaborating with key stakeholders at directorate and/ or hands-on levels, managing ambiguity and competing priorities.
* Strong written and verbal communication skills, with the ability to simplify and present complex information effectively.
Interview process:
Stage One (Culture & Motivation): A conversation to see if our values align. We want to know what drives you and why you want to build this function with us.
Stage Two (Competency & Delivery): A task-based session. You’ll demonstrate how you would deliver a workshop to introduce a new service design to a sceptical or unfamiliar audience