Title: Senior Service Designer
Location: Welwyn Garden City
Work Pace type: Hybrid (1-2 days per week in Welwyn Garden City)
Duration: 06 Months (with possible extension or going into permanent)
Pay: Negotiable (Its is Inside IR35 only)
About the Role
We’re looking for a Senior Service Designer to help shape and improve end-to-end services used by millions of customers, colleagues, and partners across the UK’s largest supermarket environment.
This is a highly strategic role where you’ll connect the dots across products, channels, and teams, ensuring services work seamlessly from frontstage experiences through to backstage operations.
You’ll thrive here if you enjoy working in complex environments, influencing stakeholders, and turning ambiguity into clear, actionable direction.
What You’ll Do
* Lead service design initiatives across multiple product and operational areas
* Map and optimise end-to-end customer and colleague journeys (online, in-store, fulfilment)
* Collaborate with designers, researchers, product managers, and operations teams
* Facilitate workshops and discussions to drive alignment and decision-making
* Translate research and data into clear service improvements and strategic recommendations
* Define and track service KPIs, linking design outcomes to business impact
* Create service blueprints, system maps, and future-state visions
* Prototype service concepts to de-risk delivery and validate ideas early
* Advocate for and embed service design practices and standards across teams
* Coach and support colleagues to build service design capability
What We’re Looking For
* Experience in Service Design or related roles (UX, Product, CX)
* Strong experience designing and delivering end-to-end services at scale
* Expertise in service blueprinting, journey mapping, and systems thinking
* Proven ability to facilitate workshops and influence senior stakeholders
* Experience working with data, research insights, and measurable outcomes
* Excellent communication skills — able to simplify and visualise complex systems
* Comfortable navigating ambiguity and large, cross-functional environments
* Strong balance of strategic thinking and hands-on delivery
* Experience coaching or mentoring others
Tools & Ways of Working
* Miro / FigJam / Figma for mapping and collaboration
* Research tools (e.g. Dovetail, UserTesting) for insights
* Analytics platforms (e.g. GA, Power BI) to measure impact
* Confluence, Jira, Slack/Teams for collaboration and delivery
What You’ll Bring
* A systems-thinking mindset — you see the big picture
* The ability to turn complexity into clarity
* Confidence to lead difficult conversations and trade-offs
* A passion for improving services for customers, colleagues, and communities
* A collaborative approach that brings diverse teams together
Why Join Us?
* Work on services that impact millions of users every day
* Be part of a central, high-impact service design team
* Opportunities to shape strategy and influence at scale
* A strong focus on growth, development, and learning
* Flexible, hybrid working with a supportive, inclusive culture
* Competitive salary and comprehensive benefits package