Senior Service Designer

🔒 Confidential Employer
Posted 23 April 2026
LOCATION
London or Manchester
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Creative & Design
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Service Design User Research Journey Mapping Stakeholder Engagement Agile methodology User-centred design Workshop facilitation

FULL DESCRIPTION

Senior Service Designer at [Employer hidden — view at passion-project.co.uk]

Key Responsibilities

As a Senior Service Designer, you will be responsible for:

  • Understanding the strategic context of clients and reconciling customer needs with strategic priorities
  • Leading and/or playing a senior team role in service design projects, in a range of different sectors
  • Building client accounts through outstanding and award-winning work
  • Running client workshops
  • Making complex product, service and operating systems easy to understand for clients and colleagues through simple and accessible visualisation.
  • Developing new service propositions for clients
  • Developing skills and mentoring colleagues in the service design practice

Skills, Knowledge and Expertise

  • At least 5 years’ experience working in service, product and experience design projects, leading multi-discipline teams to deliver projects
  • Expertise and deep knowledge of service design tools and methodologies, such as service blueprints, service mapping, systems thinking, journey mapping
  • Ability to produce highly visual output for clients, documents, presentations, or workshop materials
  • Demonstrable experience in user research techniques and analysis, e.g., interviews, contextual inquiry, customer journey analysis and mapping
  • Excellent analytical and problem-solving skills, including data and thematic analysis
  • Ability to quickly develop recommendations based on evidence
  • Experience of stakeholder engagement and facilitation in complex programmes
  • Conceptualisation and proposition development supported by research
  • Strong communicator (e.g., through visual artefacts, design concepts, verbal and written)
  • Agile methodology
  • Confident in presenting explaining user needs to clients who may be unfamiliar with user-centred design
  • Experience managing/mentoring more junior team members
  • Ability to identify opportunities that create product or business value
  • Experience across web content, tools, and transactional services, especially those with complex user journeys.
  • Demonstrable knowledge, experience in and passion for web/application user-centred design practices
  • A growth mindset
  • AI curious and ready to embrace opportunities
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