Help shape meaningful, end-to-end experiences across high-impact digital services and products. We're looking for a senior service designer who can uncover deep user insights, translate complexity into clarity, and guide cross-functional teams toward delivering seamless, human-centred experiences.
What You'll Do
- Lead user research across diverse audiences using interviews, surveys, usability testing, A/B testing, and other methods to understand behaviours, needs, and pain points.
- Analyse and synthesise data into actionable insights, clear narratives, and compelling recommendations.
- Facilitate ideation workshops and apply design thinking to uncover opportunities and shape innovative service concepts.
- Create service design artefacts such as journey maps, blueprints, and process flows to visualise current and future states.
- Translate insights into user stories and collaborate with product owners and developers to prioritise features and refine backlogs.
- Mentor and upskill team members in service design methods, tools, and best practices.
- Define and monitor key metrics to evaluate service effectiveness and guide continuous improvement.
Qualifications:
- Strong experience as a UXUI designer, service designer or user researcher on complex, multi-stakeholder digital projects.
- Proven ability to write clear, actionable user stories and work effectively in agile product teams.
- Skilled in planning and conducting research using varied qualitative and quantitative methods.
- Proficiency with design tools such as Figma, Miro, and/or Adobe Creative Suite.
- Ability to lead workshops, communicate insights persuasively, and influence decision-making across disciplines.
- Experience mentoring others and contributing to design standards, best practices, or capability-building initiatives.
- A systems-thinking mindset, strong storytelling skills, and the ability to make sense of ambiguity and complex problem spaces.
- Relevant training or certification in service design, UX, HCI, or related fields.
Why join our client
You'll work on broad, high-visibility projects that impact real users and improve end-to-end service experiences across different domains. This role offers the chance to drive meaningful change, collaborate with teams across product, tech, and business, and shape design practices within a dynamic, fast-moving environment.
