Service Design Consultant

Supporting a technology and transformation-focused organisation undergoing a significant service and product transformation initiative, we are looking for a service design consultant who is passionate about understanding user needs, uncovering operational challenges, and translating complex insights into practical service improvements.

This role will lead qualitative research, stakeholder engagement, and service design activities to help shape future-state experiences, improve processes, and drive user-centred decision-making across large-scale programmes.

If you enjoy speaking with users, facilitating workshops, mapping journeys, and influencing strategic decisions through research-driven insights, we would love to hear from you.

What You'll Be Doing:

User Research & Discovery:

• Design and conduct qualitative research activities including interviews, contextual inquiries, observational studies, and ethnographic research.

• Gather insights from internal and external stakeholders to identify pain points, unmet needs, and behavioural patterns.

• Synthesise research findings into actionable recommendations that support service and process transformation.

• Develop personas, user journeys, service blueprints, ecosystem maps, and other service design artefacts.

• Frame and define user architectures that support evolving products and services.

Service Design & Transformation:

• Identify opportunities to improve customer and employee experiences across end-to-end service journeys.

• Design future-state service experiences informed by user research and business objectives.

• Apply human-centred design methodologies to solve complex organisational challenges.

• Support transformation initiatives through structured service design approaches

Workshop Facilitation & Stakeholder Engagement:

• Plan and facilitate service design workshops, discovery sessions, co-creation activities, and stakeholder engagements.

• Build alignment across multiple teams and business units with differing priorities.

• Guide stakeholders through problem definition, ideation, prioritisation, and solution development.

• Foster collaboration and encourage participation from diverse stakeholder groups.

Insights & Communication:

• Present research findings and recommendations to senior stakeholders and project teams.

• Translate qualitative findings into compelling narratives and strategic recommendations.

• Influence decision-making through evidence-based insights and customer-centred thinking.

What We're Looking For

• A minimum of 4 solid years of experience in service design, UX research, user research, customer experience, design research, or related disciplines.

• Experience working on enterprise-scale, B2B, digital transformation, or service transformation programmes and conducts qualitative research and stakeholder engagement activities.

• Proven ability to turn research findings into practical business recommendations.

• Experience navigating complex stakeholder environments.

• Strong understanding of service design, human-centred design, design thinking, user research and customer experience design

• Expertise in user interviews, journey mapping, service blueprinting, research synthesis, workshop facilitation and stakeholder management

• Excellent communication, storytelling, and presentation skills.

• Prior experience supporting large-scale organisational transformation programmes, or any familiarity with AI-assisted research, insight generation, or prototyping tools will be highly regarded

• Experience with design and collaboration platforms such as Miro, Figma, FigJam, Dovetail, or similar tools will be a bonus

If working on complex transformation initiatives with meaningful business outcomes is something you are looking for in your next career, write in to us for a confidential discussion!