Service Designer

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

The main purpose is to support the delivery of service design activities, including research, journey mapping, and omni-channel service articulation, ensuring services are user-focused and aligned with organisational goals. The Service Designer will contribute to design decisions and help embed service design practices within project teams.

• Assist the Service Design Lead to establish and embed service design methods, tools, and frameworks across the business.
• Focus on the design of new end-to-end customer journeys, supporting the delivery of the business portfolio, whilst supporting CX colleagues in more transformative optimisations.
• Design and facilitate workshops and collaborative sessions to align teams on journey challenges, opportunities, and service improvements.
• Help facilitate the introduction of a journey management platform (They Do or similar), ensuring journeys are well structured, evidence-based, and linked to customer and business metrics.
• Help facilitate knowledge and skills transfer to CX team (four analysts) across journey mapping, facilitation, and insight-led design.
• Translate insight and data into actionable design outcomes.

• Proven experience of service design in complex or large-scale organisations.
• Strong practitioner skills in journey mapping, service blueprinting, design facilitation, and experience definition.
• Demonstrated experience in using a journey management platform (e.g. They Do, CXOmni, Cemantica).
• Ability to translate customer and business insights into design priorities and actionable outcomes.
• Skilled in workshop design and facilitation, including remote and hybrid collaboration (Miro, Mural, Fig Jam).

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Subsidised restaurant in our Crawley office
• Volunteering days and charity payroll giving
• Onsite gym
• Social clubs and events

You can learn more about how we support our employees on our website

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.