Senior Service Designer
Posted 1 day ago by Ascendion
Negotiable
Undetermined
Undetermined
London
Summary: Senior Service Designers are responsible for leading discovery processes within complex organizations, conducting research, and identifying opportunities for service and operational improvements. They work collaboratively with cross-functional teams to shape future-state experiences by integrating people, processes, and technology. The role requires hands-on research and the ability to translate insights into actionable strategies. Strong communication and collaboration skills are essential for success in this position.
Key Responsibilities:
- Lead stakeholder interviews, contextual inquiries, and observational research
- Document current-state workflows, user interactions, systems, and dependencies
- Identify inefficiencies, pain points, and informal workarounds across business units
- Analyse qualitative data and operational insights to identify patterns and themes
- Create service blueprints, journey maps, and process models to visualise as-is states
- Translate insights into opportunity themes and How might we statements
- Collaborate with Lead Service Designers to refine and prioritise opportunities
- Partner with UX Designers and Business Analysts to validate findings and visualise concepts
- Produce clear visual artefacts, insight decks, and workshop materials
- Support workshops, synthesis sessions, and stakeholder presentations
Key Skills:
- 5+ years’ experience in Service Design, CX Strategy, UX Research, or Business Consulting
- Strong qualitative research, synthesis, and systems-thinking skills
- Proven experience documenting complex workflows and service blueprints
- Excellent visual communication and structured documentation skills
- Comfortable working independently in ambiguous problem spaces
- Strong collaboration skills across design, business, and technology teams
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Senior Service Designers lead discovery across complex organisations. You’ll conduct hands-on research, map real-world scenarios, uncover inefficiencies, and translate insights into clear opportunities for service and operational improvement. Working closely with cross-functional teams, you’ll help shape future-state experiences by connecting people, process, and technology.
What You’ll Do
- Lead stakeholder interviews, contextual inquiries, and observational research
- Document current-state workflows, user interactions, systems, and dependencies
- Identify inefficiencies, pain points, and informal workarounds across business units
- Analyse qualitative data and operational insights to identify patterns and themes
- Create service blueprints, journey maps, and process models to visualise as-is states
- Translate insights into opportunity themes and How might we statements
- Collaborate with Lead Service Designers to refine and prioritise opportunities
- Partner with UX Designers and Business Analysts to validate findings and visualise concepts
- Produce clear visual artefacts, insight decks, and workshop materials
- Support workshops, synthesis sessions, and stakeholder presentations
What You Bring
- 5+ years’ experience in Service Design, CX Strategy, UX Research, or Business Consulting
- Strong qualitative research, synthesis, and systems-thinking skills
- Proven experience documenting complex workflows and service blueprints
- Excellent visual communication and structured documentation skills
- Comfortable working independently in ambiguous problem spaces
- Strong collaboration skills across design, business, and technology teams