Service Designer

Overview

Our Design & Delivery Practice (DDP) builds scalable enterprise‑grade digital products across web, mobile, and multi‑channel ecosystems. This role translates business strategy into orchestrated service experiences and operating models, partnering with the Product Design Lead and Customer Advisory Lead to ensure desirability, feasibility, and viability across complex platforms.

• Service blueprints & journeys:
  Lead end‑to‑end service blueprinting (front‑stage/back‑stage), journey mapping, and scenario design to connect customer moments, channels, systems, and ops.
• Business design & value:
  Translate business strategy into service propositions, value streams, KPIs, and guardrails; tie designs to measurable outcomes (adoption, cost‑to‑serve, conversion, NPS/CES).
• Enterprise product integration:
  Define how services intersect with enterprise‑level digital products (platform architecture, content and data flows, process and role design), ensuring scale across brands/markets.
• Cross‑functional collaboration:
  Co‑create with the Product Design Lead (experience & UI), Customer Advisory Lead (stakeholder alignment, business case, change), Product Owners, Engineering, Data/Analytics, and Ops.
• Research & insight:
  Plan and synthesize qualitative/quantitative research; turn insights into service requirements, content/IA implications, policies/SOPs, and backlog items.
• Roadmaps, experiments & releases:
  Define service MVP scope, run prototypes/Pilots, and support A/B/DoE experimentation; feed learning back into quarterly business reviews and product councils.
• Governance & handover:
  Produce service design packages (blueprints, RACI, SLAs/OLAs, success metrics), and partner across transition to delivery and operations.

• 5+ years in Service Design across enterprise programs (multi‑team, multi‑market), with a portfolio of service blueprints, journeys, and measurable outcomes.
• Fluency in design thinking, systems thinking, journey mapping, blueprinting, and storytelling; confident facilitating C‑level to squad‑level sessions.
• Proven ability to connect business strategy to service operations (process, role, policy, SLA) for digital products at scale.
• Comfortable in Agile environments, shaping epics/stories, acceptance criteria, and aligning with release trains and product councils.
• Tooling:
  Figma/Mural (or equivalent) for mapping/blueprinting; comfort with analytics dashboards and experimentation frameworks.

• Exposure to ITIL‑informed service management concepts (incident/problem/change) to ensure service operability post‑launch.
• Experience in high‑scale platform ecosystems (modular content, data‑driven personalisation, multi‑locale ops).

Provide a portfolio (3–4 examples) showing service blueprints and the business impact (metrics or outcomes), plus one example of partnering with a Product Design Lead and Customer Advisory Lead to reshape a service or operating model.