Service Design Specialist

Overview

In this role you contribute to designing better services through human-centred research and synthesising insights to create artefacts that guide organisations. You will support and lead service design activities at the project level, working with cross-functional teams to connect research to strategy. You tackle complex problems by applying qualitative methods, facilitation, and visual artefacts to shape service experiences. This role offers hands-on impact on client projects and a clear path to growing a multidisciplinary service design practice. You will collaborate in a hybrid setup, helping deliver first‑class experiences for clients.

Pay / Benefits

• 25 days’ annual leave
• private medical insurance
• 3 additional days’ leave per year for charitable work
• hybrid working

Responsibilities

• Conduct qualitative research activities (interviews, observation) and workshop facilitation.
• Synthesize findings into clear insights, themes, and opportunity areas.
• Create service design artefacts such as personas, journey maps, service blueprints, and opportunity frameworks.
• Support and facilitate co-design and ideation workshops with clients and teams.
• Develop clear, compelling artefacts to bring work to life and communicate findings.
• Support delivery of a service design workstream with quality and timeliness.
• Collaborate with product, content, and technology teams to align design outcomes.
• Manage time and deliverables within project timelines.
• Engage with client teams professionally and build understanding of client context and needs.

Key requirements

• 3–5 years of relevant experience in service design, UX research, or related field.
• Experience conducting qualitative research and synthesising findings.
• Exposure to service design artefacts (journey maps, blueprints, personas).
• Bachelor’s degree or equivalent experience in Design, Social Science, or related field.

• Curiosity about people and systems
• Openness to ambiguity
• Empathetic listening before designing
• Qualitative research methods
• User interviews
• Journey maps

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