Working for a very high-growth, industry-leading digital business, the Senior Service Designer will lead end-to-end service design across digital journeys, contact centres and operational processes within a complex model involving millions of customers and thousands of partners.
The Senior Service Designer will be responsible for:
* Identifying pain points across app, service and operations
* Designing and implementing measurable improvements
* Leading cross-functional initiatives from discovery to delivery
* Blending automation, AI and human support into seamless journeys
* Clearly defining and tracking impact (CX, operational, commercial)
The Senior Service Designer will have:
* Proven experience leading complex service design projects independently
* Strong systems thinking across digital and operational ecosystems
* Ability to demonstrate tangible impact in previous roles — what changed and how it was measured
* Confidence influencing and leading teams through change
* Comfort operating at pace in a scaling environment
* Experience with or curiosity about AI and automation
* Candidates could come from roles like Customer Experience Designer or CX Designer and a variety of industries including ecommerce, retail, travel, finance, marketplace, insurance, government, etc.
This is a great opportunity for a talented Senior Service Designer to help build, scale and deliver real impact at a huge brand, loved by their customers.
Senior Service Designer
£75k + bonus + benefits
London / hybrid