Senior Service Designer – Role Overview

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

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Lead stakeholder interviews, contextual inquiries, and observational research

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Document current-state workflows, user interactions, systems, and dependencies

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Identify inefficiencies, pain points, and informal workarounds across business units

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Analyse qualitative data and operational insights to identify patterns and themes

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Create service blueprints, journey maps, and process models to visualise as-is states

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Translate insights into opportunity themes and How might we statements

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Collaborate with Lead Service Designers to refine and prioritise opportunities

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Partner with UX Designers and Business Analysts to validate findings and visualise concepts

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Produce clear visual artefacts, insight decks, and workshop materials

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Support workshops, synthesis sessions, and stakeholder presentations

What You Bring

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5+ years’ experience in Servic...