Senior Service Designer

About Designit & Wipro

Designit, Wipro's experience, innovation, and design business, works at the intersection of creativity, technology, and strategy to help ambitious organisations grow and transform.

We take a holistic view of how services work — connecting people, processes, and technology to create experiences that are not only meaningful for users, but operationally sound and commercially viable for the organisations behind them.

We're looking for a Senior Service Designer to join our London studio and play a central role in shaping how services are designed and delivered for our clients.

This is a hands-on, senior role that spans the full service design lifecycle — from understanding the problem space and mapping service ecosystems, through to designing future-state experiences and supporting implementation. You'll work across multidisciplinary teams and directly with client stakeholders to drive real, measurable outcomes.

Services today are increasingly shaped by the interplay between human and automated touchpoints — including AI-enabled pathways. At this level, you'll be expected to design for that complexity, bringing systems thinking and a user-centred lens to services that span digital and physical channels.

• Shape service strategy and define opportunities for transformation
• Drive quality and consistency across service design deliverables
• Influence client thinking and contribute to relationship and opportunity development

• Lead service design work streams across discovery, definition, and delivery — ensuring rigour, clarity, and impact at every stage
• Map and analyse service ecosystems, identifying how users, processes, technology, and organisational structures interact to deliver (or hinder) value
• Translate research insights and identified opportunities into compelling service concepts, blueprints, and future-state journeys
• Apply systems thinking to design holistic, end-to-end services that balance user needs, business goals, and technical feasibility
• Design for services that blend human and automated interactions — including AI-assisted pathways — with clear escalation, quality, and governance considerations
• Facilitate workshops, co-creation sessions, and stakeholder alignment activities that build shared understanding and buy-in
• Collaborate closely with researchers, business designers, experience designers, and engineering teams to ensure seamless, integrated delivery
• Define and articulate design rationale, connecting service design decisions to measurable business and user outcomes
• Contribute to client relationships, presenting work with confidence and identifying opportunities to extend impact
• Support the development of more junior designers through mentoring, knowledge sharing, and leading by example

• Approximately 5–8 years' experience in service design, ideally within a consultancy, agency, or complex product environment
• Strong expertise in core service design methods — including service blueprinting, journey mapping, ecosystem mapping, and stakeholder mapping
• Proven ability to synthesise research and complex information into clear, actionable insights and service concepts
• Experience designing across multi-channel services spanning digital, physical, and human touchpoints
• Comfortable facilitating workshops and co-creation sessions with diverse groups — from frontline teams to senior leadership
• Ability to connect service design decisions to business strategy and measurable outcomes
• Confident presenting to and influencing senior stakeholders, making the case for design-led approaches
• Strong understanding of accessibility and inclusive design as core service quality attributes, not afterthoughts
• Familiarity with modern design and collaboration tools (e.g., Figma, Fig Jam, Miro) and an openness to AI-augmented design workflows
• Experience working in agile, cross-functional delivery environments
• Excellent visual communication, storytelling, and facilitation skills

• Service Design, Interaction Design, or a related design…