Lead Service & Product Designer - Tech Start Up

SaaS Platform | Service Design | Product Design | User Research

Contract
: 6 Month

We're working with a fast-growing technology business building a data-driven SaaS platform that enables organisations to securely access, manage, and derive value from complex datasets at scale.

As a Lead Service & Product Designer, you'll play a pivotal role in shaping both the customer experience and the underlying service ecosystem. Working across product strategy, user research, service design, and UX, you'll help define how customers discover, access, and interact with the platform while ensuring seamless experiences across multiple user groups and touchpoints.

This is an opportunity to join a business at a key stage of growth, where you'll influence product direction, establish best-practice design approaches, and help solve complex challenges around workflows, governance, and customer enablement.

• ignLead the design of end-to-end customer journeys across the platform ecosystem
• temMap, analyse, and optimise service experiences spanning multiple products, teams, and stakeholder group
• ups Create service blueprints and operating models that align customer needs with business objective
• ves Identify friction points, opportunities, and areas for service innovation
• ion Partner closely with Product Managers and Engineering teams to ensure solutions are scalable, feasible, and deliver measurable value
• lue Design services that balance user experience, operational efficiency, and business requirements

• ign Design intuitive digital experiences that simplify complex workflows and data interactions
• ions Create wireframes, user flows, prototypes, and high-fidelity designs across web-based products
• vContribute to and evolve scalable design systems, patterns, and component libraries
• iesHelp define UX standards and product experience principles across the platform
• lValidate concepts through user testing, experimentation, and continuous feedback loops
• ghtPlan and conduct research with a range of customer personas and stakeholders
• ranslate qualitative and quantitative insights into actionable product recommendations
• entHelp establish scalable research practices and customer feedback mechanisms
• msUse customer insights to identify opportunities for product improvement and innovation
• hipWork cross-functionally with Product, Engineering, Customer Success, and Leadership teams
• ams Facilitate workshops, discovery sessions, and design thinking activities
• ies Present recommendations and influence strategic decisions at senior stakeholder level
• lev Advocate for user‑centred design, accessibility, and design excellence across the organization
• ion Mentor and support designers where appropriate, helping elevate design maturity

• tial Significant experience in Service Design, Product Design, UX Design, or a hybrid Service/Product Design
• role Strong portfolio demonstrating end-to-end ownership from discovery and research through to delivery and optimisation
• tion Experience designing complex SaaS platforms, B2B products, or multi-sided digital ecosystems
• systems
  
  Expertise in service blueprinting, journey mapping, systems thinking, and user-centred design methodologies
• gies Strong proficiency with modern design and prototyping tools (Figma preferred)
• rch Excellent stakeholder management and communication skills
• Comfortable operating in fast-paced environments with ambiguity and evolving priorities
• Strong understanding of product development practices and agile delivery
• Experience working within data platforms, marketplace products, workflow tools, or platform businesses
• Exposure to regulated industries such as healthcare, fintech, legal tech, or enterprise software
• Understanding of permissions, governance, compliance, or trust-focused user experiences
• Experience building or scaling design systems
• Strong knowledge of accessibility and inclusive design principles
• Experience collaborating closely with engineering teams delivering platform or infrastructure products