Senior Service Designer
Lead the design of end-to-end services that are user-centred, efficient, and scalable. The role focuses on translating insight into future-state service models, aligning people, processes, and technology to deliver meaningful and measurable outcomes.
Key Responsibilities
* Lead qualitative and quantitative research to understand user needs, behaviours, and pain points.
* Map current-state services and processes across multiple touchpoints and channels.
* Synthesize research findings into clear insights, themes, and problem statements.
* Identify systemic issues and opportunities for service improvement.
Strategic Service Design
* Define future-state service visions and service blueprints.
* Develop high-level process flows, operating models, and experience principles.
* Translate user needs into strategic design priorities and transformation initiatives.
* Balance short-term improvements with long-term service evolution.
Ideation & Co-Design
* Facilitate ideation, design sprints, and co-creation workshops with cross-functional teams.
* Generate, assess, and prioritise ideas based on user impact, feasibility, and value.
* Work collaboratively with product, technology, and operations teams to shape solutions.
Delivery Planning & Roadmapping
* Create and maintain service roadmaps aligned to organisational strategy.
* Prioritise initiatives and design work based on impact, risk, and dependencies.
* Support planning cycles by defining scope, sequencing, and resource needs.
* Ensure design intent is carried through to delivery and implementation.
Stakeholder Engagement & Leadership
* Partner with senior stakeholders to align service design outcomes with strategic goals.
* Communicate complex insights and recommendations clearly to diverse audiences.
* Influence decision-making through evidence-based design rationale.
* Contribute to a culture of user-centred and service-led thinking across the organisation.
Skills & Experience
* Significant experience in service design within complex or large-scale organisations.
* Strong capability in service blueprinting, journey mapping, and systems thinking.
* Experience redesigning processes and improving end-to-end services.
* Proven facilitation skills for workshops, co-design, and stakeholder engagement.
* Ability to translate insight into actionable strategies and roadmaps.
Desirable
* Experience working alongside product and delivery teams in agile environments.
* Familiarity with business process modelling and workflow digitisation.
* Experience in regulated, operational, or transformation-led environments.
* Understanding of how digital tools and platforms enable service change.