We're seeking a Senior Service Designer to lead end-to-end service design across a complex, omnichannel environment. You'll partner with teams across eCommerce, Operations, Marketing, Customer Care and more to shape customer experiences at scale.
What You'll Do
* Lead service design across online & in-store, loyalty, AI and personalisation
* Drive work from research and planning through to testing and delivery
* Translate complex systems into simple, customer-centric experiences
* Facilitate large workshops (30-50+ stakeholders)
* Act as both a hands‐on designer and coach, uplifting team capability
What You Bring
* 6+ years' experience as a Service Designer or similar
* Strong skills in:
o Customer journey mapping
o Service blueprinting
o Ecosystem & system mapping
o Strategic experience design
o Business process & service improvement
* Experience delivering large-scale transformation initiatives across multiple teams/channels
* Background working in enterprise environments with cross-functional teams (product, tech, marketing, operations)
* Proven ability to coach and uplift design capability
* Degree in Service Design, HCD, Psychology, Anthropology, Sociology or similar
* Strong curiosity and awareness of industry trends and emerging tech
What's On Offer
* 6-month contract + likely extensions
* Flexible working (3 days in office)
* High-impact work shaping experiences used by millions
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