Service Designer

Job Description

• We are seeking a mid-senior service designer to support the design of end-to-end service experiences—connecting what customers experience on the outside to how organizations operate on the inside.
• The ideal candidate will work across complex service ecosystems, guiding cross-functional teams through structured service design processes and ensuring solutions are operationally viable and successfully implemented.
• If you thrive on translating customer and colleague insights into actionable solutions and enjoy working with business leaders unfamiliar with design-based thinking, this role is for you.

Key Responsibilities and Output Areas Include

Service Design & Facilitation:

• Lead and support service blueprinting and blueprint workshop facilitation.
• Develop research plans and insight reports.
• Create customer archetypes grounded in behavioral research.
• Map current-state and future-state customer journeys.
• Build ecosystem maps showing partner and intermediary relationships (preferred, but not essential).
• Develop launch and adoption plans (preferred, but not essential).

Stakeholder Engagement & Collaboration:

• Facilitate workshops with senior stakeholders and cross-functional teams.
• Communicate design concepts clearly to business leaders unfamiliar with Design-based thinking.
• Ensure solutions are operationally viable and aligned with organisational delivery.

Measurement & Analysis:

• Define experience metrics and baseline current-state performance.
• Apply strong systems thinking to connect customer actions, operations, technology, and commercial outcomes.

Key Requirements

• 2–4 years’ experience in service design (minimum 6 years in customer experience design or design experience).
• Demonstrated ability to support or lead end-to-end service design (portfolio required).
• Proficiency with core service design tools: journey mapping, service blueprinting, ecosystem mapping, and archetype development.
• Strong systems thinking and ability to connect customer, operational, and commercial perspectives.
• Ability to explain design concepts to non-design stakeholders.
• Skilled in facilitating workshops with senior stakeholders and cross-functional teams.

Nice to Have

• Experience in financial services (Insurance, Banking, Wealth, Employee Benefits), Telecommunications, or Mining.
• Experience designing services delivered through intermediaries (brokers, agents, partners).
• Exposure to complex B2B2C or B2B2E service models.

What Sets You Apart

• You understand that a service blueprint is not just a process map — it exposes where internal dysfunction creates operational pain.
• You can explain the difference between a product and a service to an executive in two minutes.
• You’ve designed for ecosystems, not just single touchpoints.
• You can hold the line on end-to-end thinking when stakeholders want to optimise in silos.

Qualifications

• Relevant qualification in Service Design, Design, Sociology/Anthropology, Human-Computer Interaction, Business, or a related field.
• Service design or CX certification is advantageous (e.g., CXPA, Service Design Network, IDEO).

Deadline:27th February,2026