Senior Service Designer - Senior Service Designer

What's the Role?

We are seeking an experienced Senior Service Designer to join our London studio and play a central role in shaping how services are designed and delivered for our clients.

This is a hands-on senior role spanning the full-service design lifecycle — from understanding problem spaces and mapping service ecosystems, through to designing future-state experiences and supporting implementation. You’ll work across multidisciplinary teams and directly with client stakeholders to drive meaningful, measurable outcomes.

Services today are increasingly shaped by the interplay between human and automated touchpoints, including AI-enabled pathways. The successful candidate will be expected to design for this complexity, bringing systems thinking and a user-centred approach to services spanning digital and physical channels.

You will be focused on shaping service strategy, defining opportunities for transformation, and driving quality and consistency across service design delivery.

Location

Hybrid/London (2 days in Office)

Rate

£75,000 salary + £5,000 bonus

Hours

Standard Business Hours

Start

13th July

Duration

24-month fixed term contract

Responsibilities

Lead service design workstreams across discovery, definition, and delivery, ensuring rigour, clarity, and impact at every stage.
Map and analyse service ecosystems, identifying how users, processes, technology, and organisational structures interact to deliver or hinder value.
Translate research insights and identified opportunities into compelling service concepts, service blueprints, and future-state journeys.
Apply systems thinking to design holistic, end-to-end services balancing user needs, business objectives, and technical feasibility.
Design services that blend human and automated interactions, including AI-assisted pathways, with clear escalation, governance, and quality considerations.
Facilitate workshops, co-creation sessions, and stakeholder alignment activities to build shared understanding and buy-in.
Collaborate closely with researchers, business designers, experience designers, and engineering teams to ensure seamless and integrated delivery.
Define and articulate design rationale, connecting service design decisions to measurable business and user outcomes.
Contribute to client relationships by presenting work confidently and identifying opportunities to extend engagement and impact.
Support and mentor junior designers through coaching, knowledge sharing, and leading by example.
Work collaboratively across multidisciplinary teams within agile delivery environments.
Remain up to date with evolving service design practices, accessibility standards, and AI-enabled design approaches.
Support continuous improvement of internal service design processes, frameworks, and delivery standards.
Demonstrate flexibility during periods of high workload and support wider business initiatives where required.
You will, from time to time, be required to undertake other activities that fall within your capabilities as directed by management.

Essential Skills & Experience Required

Approximately 5–8 years’ experience in service design, ideally within a consultancy, agency, or complex product environment.
Strong expertise in core service design methods, including service blueprinting, journey mapping, ecosystem mapping, and stakeholder mapping.
Proven ability to synthesise research and complex information into clear, actionable insights and service concepts.
Experience designing across multi-channel services spanning digital, physical, and human touchpoints.
Comfortable facilitating workshops and co-creation sessions with diverse stakeholder groups, from frontline teams to senior leadership.
Ability to connect service design decisions to business strategy and measurable outcomes.
Confident presenting to and influencing senior stakeholders, advocating for design-led approaches.
Strong understanding of accessibility and inclusive design as core service quality attributes.
Familiarity with modern design and collaboration tools such as Figma, FigJam, and Miro.
Openness to AI-augmented design workflows and emerging technologies.
Experience working within agile, cross-functional delivery environments.
Excellent visual communication, storytelling, facilitation, and stakeholder management skills.

When you click ‘Apply,’ you’ll be redirected to our secure resourcing system to submit your contact details and upload your latest CV.

About us

Our reputation is built on 30 years’ experience of deploying highly skilled individuals to work with clients across the Financial Services, Legal, Technology and Training & Development sectors. Today, our network of Associates provides high calibre services to leading companies in the UK and beyond.

If you have the skills and experience for this exciting role then apply today and don’t miss out on this exceptional opportunity to become one of our associates and join a company that provides our people with quality opportunities, development and ongoing support globally.