Consultant - Service Design

Please Note That For This Role You Need To Hold Full Right To Work In The UK
- Not Suitable For Visa Holders.

Security Clearance: Must be eligible for UK Security Clearance

Role is opened in the following locations too: Belfast, Edinburgh, Manchester

We help organisations solve complex challenges by designing and delivering better services, experiences and outcomes. We're looking for a Consultant - Service Transformation to join our growing team and help clients rethink how they serve customers, colleagues and citizens.

This is an exciting opportunity to work alongside Service Designers, Product Managers, User Researchers, Engineers and Strategists to create customer‑centric services that deliver measurable business value.

As a Consultant, you'll support the delivery of service transformation engagements from discovery through to implementation.

• Conducting research and analysis to understand customer, employee and business challenges.
• Supporting discovery activities to identify pain points, opportunities and service improvement initiatives.
• Creating service design artefacts including customer journey maps, service blueprints, personas and ecosystem maps.
• Writing clear business requirements and supporting the development of future‑state service designs.
• Analysing processes and helping clients redesign customer service operations to improve efficiency and experience.
• Supporting the design of operating models, customer service frameworks and transformation roadmaps.
• Working with multidisciplinary teams to design and deliver customer‑focused solutions.
• Assisting in the facilitation of workshops and co‑design sessions with client stakeholders.
• Helping clients understand how technologies such as CRM, AI, automation and analytics can improve service delivery.
• Producing high‑quality presentations, reports and recommendations for clients.

We're interested in individuals who are naturally curious, collaborative and passionate about improving services.

• Experience in Service Design, Customer Experience, Business Transformation, Operations Improvement or a related consulting role.
• Understanding of customer journey mapping, service blueprinting and user‑centred design principles.
• Experience analysing customer, operational or business processes and identifying improvement opportunities.
• Strong problem‑solving and analytical skills.
• Excellent communication and stakeholder engagement capabilities.
• Experience working in agile project environments.
• The ability to translate research and insights into practical recommendations.
• Confidence working with diverse teams and multiple stakeholders.
• Consulting or advisory experience.
• Financial Services, Public Sector or large enterprise experience.
• CRM platforms such as Salesforce, Microsoft Dynamics or Service Now.
• Contact centre or customer service transformation initiatives.
• Process optimisation and operating model design.
• AI, automation or digital transformation projects.

• Annual bonus
• Hybrid working model- 3 days per week in London or Manchester
• Up to 4 weeks working abroad per year
• Access to leading learning platforms and professional development programmes
• Support for continuous learning, certifications and career progression
• Exposure to cutting‑edge AI, digital transformation and innovation projects
• Opportunity to work with multidisciplinary teams on high‑impact programmes

Please note that full right to work in the UK is a must. Role is not suitable for visa holders.

Hybrid- 3 days/w in office

Hiring process- 3 stages

1.Initial call with HM

2. Case study / someone from the team

3. Meeting the director/partner