Senior Service Designer – Product & Experience

Overview

As Senior Service Designer, you drive customer-centric transformation across financial services and energy sectors. You’ll lead discovery with senior stakeholders, translate insights into service blueprints, and embed AI-enabled capabilities to shape scalable journeys. You work closely with cross-functional teams to align business strategy with user needs, advocating inclusive, data-informed design. This role offers impact through complex programmes and opportunities to influence how clients operate at enterprise scale. You join a collaborative, fast-paced design team focused on human-centric transformation.

Pay / Benefits

• Discretionary bonus
• competitive pension
• health insurance
• mental health support
• five weeks annual leave with buy/sell option
• continuous learning opportunities–training and coaching

Responsibilities

• Lead senior-level workshops and discovery activities to define experience strategies
• Translate user needs into concepts and artefacts aligned with business goals
• Incorporate AI-driven capabilities (personalisation, automation, predictive decisioning) into service concepts
• Support design of data- and AI-driven Customer Journey Management systems
• Oversee end-to-end design delivery, roadmaps, and timelines
• Advocate for design value across cross-functional teams and stakeholders
• Identify and lead new opportunities by acting as a trusted advisor to clients

Key requirements

• Strong expertise in service design methods and customer experience practices
• Proven ability to lead change and influence senior stakeholders
• Experience in Customer Journey Management and tools such as Theydo and analytics support
• Hands-on AI experience with ML/AI client engagements and use of AI tools to accelerate insights and journey optimisation
• Excellent storytelling, research, and communication skills
• Attention to detail and ability to manage multiple projects in parallel
• Experience in agile, cross-functional teams within consulting or financial services with data/technology/AI specialists
• Sound business acumen and commercial awareness

• storytelling
• communication
• stakeholder management
• AI-driven design
• ML/AI delivery in client engagements
• CX metrics and analytics

…