(This is a hybrid role, and it requires travel to our Cardiff office regularly)
Senior Service Designer with User Research Experience (6-month FTC)
About Admiral
There's a reason we've been named one of the best places to work in the UK: our progressive culture, core values, and commitment to diversity and inclusion have created a working environment where people share ideas, aren’t afraid to speak up, and above all, feel valued.
Be a Founding Member of Our New User Research Powerhouse!
We are expanding our UX research and service design team dedicated to establishing a best-in-class research practice across Admiral. As a Senior Service Designer with a passion for service design, you will play a key role in shaping this exciting initiative.
Responsibilities:
Elevate the Research Practice:
Establish a best-in-class UX research practice and drive its implementation throughout the company.
Advocate for the value of research, build strong relationships, and secure buy-in across departments.
Develop research frameworks to maximize impact and deliver positive outcomes.
Lead research initiatives that elevate the practice within Admiral and inspire industry engagement.
UX Research & Service Design:
Conduct research using qualitative and quantitative methods to understand customer needs, pain points, and behaviors throughout the insurance lifecycle.
Plan and lead generative and evaluative research end-to-end.
Investigate user behavior, attitudes, and motivations using empirical research and partner with data and insight teams.
Integrate primary and secondary data to develop compelling insights.
Cross-Functional Collaboration:
Partner with researchers, product managers, designers, data analysts, and other stakeholders to ensure a user-centered approach.
Lead cross-functional teams to map user experiences across all touchpoints, aligning with business objectives.
Champion a user-focused approach, translating research into actionable insights for product and service improvements.
Desirable Qualifications:
An advanced degree (Master’s or PhD preferred) in Human-Centered Design, HCI, Psychology, or Social/Digital Anthropology. Relevant professional experience may be considered in lieu of formal qualifications.
Experience & Skills:
7+ years in service design and user experience, leading end-to-end design initiatives in complex digital ecosystems.
Ability to shape and deliver strategic service design for large-scale platforms or digital transformation programs.
Understanding of the regulatory landscape in digital services (experience in regulated industries is advantageous).
Proven facilitation skills for co-design workshops and stakeholder engagement.
Strong systems thinking connecting user needs, business goals, and technical constraints.
Excellent communication skills, capable of tailoring messages for various audiences.
Passion for collaboration, agile delivery, and multidisciplinary teamwork.
Deep expertise in human-centered research methods and translating insights into service improvements.
Why join us?
Work with a talented, passionate team committed to innovation.
Explore our range of benefits on our jobs site.
Please note - we may close this vacancy early if we receive many applications or priorities change.
Admiral: Where You Can
We value diversity and inclusion. Our culture supports growth, making a difference, and sharing success. Colleagues are eligible for up to £3,600 in free shares annually after one year of service.
Everyone receives 33 days holiday (including bank holidays), increasing up to 38 days, with options to buy or sell additional days.
We are recognized as a Great Place to Work for Women, Wellbeing, and overall for over 25 years! We are committed to removing barriers related to race, gender, age, sexuality, or other protected characteristics.
Our benefits support work-life balance; see some of our key benefits here .
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