AI-Driven Service Design Lead — Discovery to Roadmap

GPC; United Kingdom; On-site; GBP 70,000 - 105,000; Full time

Job summary

Greenpark is seeking a Service Design Lead - AI-Enabled Operations to drive the discovery phase of a content studio transformation for a pharmaceutical client. You will embed within the client team, shaping the case for change and a broader operating model incorporating AI responsibly.

You will lead interviews, map processes and create actionable roadmaps, delivering stakeholder-ready insights and a phased transition plan with governance and change management at its core.

Qualifications

• 7+ years in business consultancy, creative/content organisation design or senior UX research.
• Hands-on discovery experience: current-state mapping, pain-point and automation analysis, and future-state workflow design.
• A track record of evidence-based recommendations, phased roadmaps and business cases for transitioning business models.
• Experience defining and steering a new positioning for a business or service, and leading interviews and workshops at all levels.
• Solid understanding of AI and working knowledge of Claude, ChatGPT and Copilot, plus AI features in productivity suites.
• Understanding of embedding AI into operating models with governance and change management.
• Strong facilitation and communication skills; able to translate between technical and non-technical audiences.
• Based in the UK

Responsibilities

• Lead the discovery phase end-to-end, setting the approach, plan and priorities.
• Plan and run all stakeholder interviews and workshops.
• Map current-state processes, identifying pain points and opportunities for automation and AI.
• Define future-state workflows and the operating model behind them, covering roles, responsibilities and governance.
• Turn research, data and stakeholder input into clear insights, recommendations and priorities.
• Build the business case for AI adoption and a phased transition roadmap, covering efficiency gains, sequencing, dependencies and risk.
• Produce client-ready deliverables such as discovery reports, process maps, roadmaps and presentations.
• Prototype or pilot new workflows, iterating on user feedback, and bring stakeholders with you through adoption.

Skills

Client-facing consultancy

Discovery experience

Evidence-based recommendations

Stakeholder interviews

AI awareness

Change management

Facilitation & communication

UK-based

Tools

Claude

ChatGPT

Copilot

Automation platforms

AI in productivity suites

Job description

Greenpark is seeking a Service Design Lead - AI-Enabled Operations to drive the discovery phase of a content studio transformation for a pharmaceutical client. You will embed within the client team, shaping the case for change and a broader operating model incorporating AI responsibly.

You will lead interviews, map processes and create actionable roadmaps, delivering stakeholder-ready insights and a phased transition plan with governance and change management at its core.