Senior Service Designer

About the role

Energy Saving Trust is seeking an experienced Senior Service Designer to lead practical service design across its Operations team, initially focusing on Business Energy Scotland. You will shape multichannel services, turning research and operational insight into accessible, sustainable solutions.

Key responsibilities

• Lead end‑to‑end service design and improvement across digital, telephone and offline channels.
• Plan and deliver discovery, stakeholder research, co‑design workshops, journey mapping, service blueprints, prototyping and testing.
• Combine user research, service feedback, operational data and colleague insight to define problems and challenge assumptions.
• Coach colleagues, share practical tools and strengthen service‑design capability across the organisation.

Required profile

• Substantial experience leading strategic service design for complex, multichannel services.
• Strong facilitation, communication and stakeholder‑management skills.
• Ability to influence, coach and mentor colleagues across professional boundaries.
• Experience working with agile design and development teams.

Required skills

• Journey mapping, process mapping, service blueprinting, co‑design, prototyping and testing.
• Analysis and synthesis of qualitative and quantitative evidence.
• Understanding of inclusive, accessible and ethical service design.

What we offer

• Generous holiday (25 days + bank holidays + extra Christmas leave).
• True flexibility in how and where you work.
• Strong pension and life assurance.
• Green travel perks, professional development support and yearly wellbeing allowance.