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