Service Designer

Summary: The Service Designer / User Researcher role is a hybrid position within a digital consultancy focused on shaping human-centred service experiences for enterprise and technology contexts. The successful candidate will lead user research and facilitate workshops to inform strategic roadmaps and innovation playbooks. This role requires collaboration with cross-functional teams to develop service blueprints and actionable insights. The position is contract-based for a duration of 4 months, with opportunities to work on high-impact projects for global clients.

Key Responsibilities:

• Lead and conduct user research using a mix of qualitative and quantitative methods (interviews, workshops, journey mapping, surveys).
• Apply human-centred design approaches to understand pain points, behaviours, and needs across employees, customers, and other stakeholders.
• Facilitate co-creation and ideation workshops with cross-functional teams, including product, engineering, and senior leadership.
• Develop service blueprints, user journey maps, and ecosystem maps to align business, tech, and user needs.
• Synthesise insights into actionable recommendations that inform strategic roadmaps and innovation playbooks.
• Collaborate with strategy leads and technologists to shape future service models and digital transformation plans.
• Contribute to creating innovation toolkits, frameworks, and methods that embed new ways of working within client organisations.

Key Skills:

• Proven experience in user research, service design, or experience design, ideally within a consultancy or agency environment.
• Strong track record working on complex enterprise or B2B2C ecosystems.
• Confident conducting end-to-end research and turning insights into design artefacts and strategic recommendations.
• Experience working across multi-disciplinary teams including designers, engineers, product managers, and business leaders.
• Excellent stakeholder management and communication skills.
• Proficiency in tools such as Figma, Miro, Dovetail, Optimal Workshop or similar.
• Experience working on futures or innovation strategy projects is a plus.
• Background in AI-enabled experiences or enterprise platform design is desirable.
• Knowledge of design systems and scalable service architectures is advantageous.

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other