Senior Service Designer; FTC

The Research & Service Design (RSD) team at Admiral oversees the end-to-end insurance journey for our customers, shaping services that are inclusive, effective, and grounded in real customer needs. We work across Claims, Product, Technology, Data, and Operations to ensure customer insight meaningfully influences strategy, delivery, and decision-making.

We are now looking for a Senior Service Designer to join our growing practice. This role is ideal for someone who brings deep service design craft, strong systems thinking, and hands‑on experience integrating GenAI tools into design workflows and service delivery.

You’ll lead the design of complex, end‑to‑end services that cut across channels, teams, and technologies. Working on high priority initiatives, you’ll help Admiral move confidently from insight to action, shaping services that balance customer needs, operational realities, and emerging technologies. You’ll also play a key role in helping teams responsibly adopt AI enabled approaches that improve both customer and colleague experiences.

• Lead Cross‑Functional Strategic Projects:
  Own and drive key service design initiatives from concept through to implementation. You will unite and guide stakeholder teams by designing and facilitating high‑impact workshops to co‑create innovative solutions and embed human‑centered design principles across our customer journeys.
• Human‑Centered Research & Insight Generation:
  Lead strategic research to build a deep, empathetic understanding of customer needs within a complex insurance ecosystem. Synthesise quantitative analytics and qualitative insights into actionable, data‑driven strategies.
• Champion our Customer Promise:
  Champion and embed a clear set of customer experience principles and standards ensuring a consistent and high‑quality experience delivery at every stage of the journey. Incorporate inclusive research and design practices, ensuring Admiral’s services meet the needs of diverse user groups, including those with additional needs or from underrepresented communities.
• Journey Orchestration and Systems Thinking:
  Map and visualise service blueprints including dependencies across journeys, operations, platforms, and teams. Support the development of customer‑first service design strategies that enhance customer journeys and deliver business value.
• Service Prototyping and Validation:
  Design, prototype and test innovative service concepts that explore the intersection of digital interfaces, AI, human touchpoints, and multi‑supplier operational processes.

• You have a minimum of 6 years industry experience in Service Design.
• Demonstrated ability to independently lead complex research and service design projects from discovery to implementation.
• You have experience with both qualitative and quantitative research methods such as diary studies, usability tests, in depth interviews, contextual inquiry, surveys and more.
• You’re an expert in bringing complex journeys, blueprints, and service concepts to life. Using tools like Miro, Figma or similar, you create compelling visualisations that energise teams and drive clear decisions.
• You have experience with creative storytelling methods and/or workshop design.
• Practical experience using GenAI tools to enhance service design or research workflows.
• You thrive in fast‑paced, cross‑functional teams, translating customer needs into powerful narratives that align different perspectives and secure stakeholder buy‑in for customer‑centred change.

• While experience in the insurance sector is a bonus, we value expertise gained in any complex, regulated or large‑scale organisational environments.
• Experience contributing to or shaping AI‑enabled services, workflows, or internal tools.

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people‑first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our…