Service Designer

About the role

We are looking for an experienced Service Designer to join a major transformation programme in Manchester. The role focuses on improving critical customer journeys – including complaints and bereavement – within a large‑scale organisation. You will shape end‑to‑end service improvements that blend digital, automation and human interaction to deliver measurable business outcomes.

Key responsibilities

• Lead service‑design activities from discovery through to implementation, defining future‑state services that integrate digital, automated and human touchpoints.
• Map customer journeys, service blueprints, ecosystems and operational processes to identify improvement opportunities.
• Facilitate workshops and design‑thinking sessions with cross‑functional stakeholders.
• Gather insights from users, colleagues and stakeholders to inform service improvements.
• Measure and demonstrate the impact of design interventions, working closely with Product, Operations, Delivery, Technology and Customer Service teams.

Required profile

• Proven experience as a Service Designer in complex transformation environments.
• Strong understanding of end‑to‑end Service Design methodologies and ability to take services from problem definition to adoption.
• Excellent workshop facilitation, stakeholder engagement and design‑thinking skills.
• Experience creating service blueprints, journey maps and other Service Design artefacts.
• Consulting experience is welcomed and the ability to articulate measurable impact of your work.