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.