Senior Service Designer

Senior Service Designer

– Role Overview

Senior Service Designers lead discovery across complex organisations. You’ll conduct hands-on research, map real-world scenarios, uncover inefficiencies, and translate insights into clear opportunities for service and operational improvement. Working closely with cross-functional teams, you’ll help shape future-state experiences by connecting people, process, and technology.

What You’ll Do

* Lead stakeholder interviews, contextual inquiries, and observational research

* Document current-state workflows, user interactions, systems, and dependencies

* Identify inefficiencies, pain points, and informal workarounds across business units

* Analyse qualitative data and operational insights to identify patterns and themes

* Create service blueprints, journey maps, and process models to visualise as-is states

* Translate insights into opportunity themes and How might we statements

* Collaborate with Lead Service Designers to refine and prioritise opportunities

* Partner with UX Designers and Business Analysts to validate findings and visualise concepts

* Produce clear visual artefacts, insight decks, and workshop materials

* Support workshops, synthesis sessions, and stakeholder presentations

What You Bring

* 5+ years’ experience in Service Design, CX Strategy, UX Research, or Business Consulting

* Strong qualitative research, synthesis, and systems-thinking skills

* Proven experience documenting complex workflows and service blueprints

* Excellent visual communication and structured documentation skills

* Comfortable working independently in ambiguous problem spaces

* Strong collaboration skills across design, business, and technology teams