Senior Service Designer (12-Month FTC)

JOB TITLE: Senior Service Designer (12-Month FTC)
LOCATION: London
SALARY: £90,440 - £106,400
HOURS: Full-Time
DURATION: 12-Month Fixed-Term Contract

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the London office.

About this opportunity 

We’re looking for a visionary Senior Service Designer to lead the way in creating seamless digital experiences for our customers, building advocacy and advancing the practice of Service Design across the Group. 

You’ll lead a multidisciplinary team of designers, researchers and strategists working across all areas of the organisation, championing bold, transformative ideas from discovery through to delivery. 

About the Discovery team
Our Discovery team is a newly formed and highly ambitious collective of multidisciplinary practitioners. We collaborate with teams across the business to explore signals of change and future drivers, generate spaces of opportunity while co-shaping new propositions, ecosystems and services that empower people. This is a unique opportunity to help define how we work and the impact we make.

You’ll be comfortable in all aspects of future-facing service design – from identifying emerging needs, mapping as-is and future-state experiences, scenario planning, blueprinting and storytelling to facilitating workshops and being the subject matter expert in strategic foresight methods and/or systems thinking, using evidence to influence internal customers.

You’ll love your craft and enjoy developing others across the business. Whether that’s advocating for Service Design with product teams, defining new ways of working together more effectively or helping evolve the Discovery teams impact.

As a Senior Service Designer, you will: 

• Lead discovery work, refining large and ambiguous briefs into actionable action plans with clear outcomes. 

• Own relationships with senior stakeholders, navigating complexity and bringing clarity to undefined challenges. 

• Facilitate workshops and strategic conversations with stakeholders, connecting dots across the organisation to identify synergies and drive alignment. 

• Apply design thinking methods, innovation frameworks and strategic foresight to uncover emerging customer needs and shape them into viable opportunities. 

• Research and visualise current and future-state experiences through system maps, service blueprints, horizon models, scenarios, prototypes and compelling storytelling. 

• Champion people-centred design, challenging assumptions and ensuring evidence-based decision making. 

• Shape and deliver work in sprints and tight timelines, balancing progressive visioning and strategic thinking with pragmatic execution. 

• Develop and mentor designers across the business, elevating the craft and embedding future and systems thinking throughout the organisation. 

• Collaborate closely with proposition managers, researchers, product owners, engineers and business partners to co-create solutions that drive meaningful impact for customers as well as business value. 

What you'll need 

• Comfort and confidence working in the discovery space, whether your background is service design, product design, or innovation-focused. 

• Strategic innovation capability - combining creative vision with analytical thinking to identify and shape opportunities. 

• Proven experience in 0→1 product development or product innovation with a track record of translating emerging shifts into desirable concepts that empower people. 

• Strong relationship-building skills, empathy and the confidence to provide healthy challenge to senior stakeholders. 

• Calm resilience under pressure with the ability to thrive in ambiguous, fast-moving environments. 

• Experience with trend research, signal observation and strategic foresight methodologies. 

• Highly experienced in strategic foresight techniques, innovation frameworks and ‘design thinking’ methods 

• Exceptional facilitation and effective communication skills, inspiring senior, technical and non-technical audiences alike. 

You’ll also have; 

• A progressive, maybe even experimental, approach to problem solving, and the passion to bring others on the journey with them and encourage their input. 

• Experience in research methods to inform design choices. 

• Strong visual design skills to translate ideas into diverse artefacts - from concepts to prototypes (experience with generative AI tools is a plus). 

About Working For Us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
 

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• Annual performance related bonus scheme

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

Ready to start growing with purpose? Apply today and let’s create something extraordinary together!