Consultant - Service Design

Ernst & Young Advisory Services Sdn Bhd; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in advisory services seeks a Junior Service Designer for its Service Design Practice starting September 2025. The ideal candidate will be passionate about improving customer experiences and possess strong skills in service design techniques. This role offers opportunities for personal development in a collaborative environment, supporting clients across regulated sectors.

Benefits

Competitive remuneration package

Support for flexible working and career development

Coaching and feedback from engaging colleagues

Opportunities to develop new skills

Qualifications

• Experience in journey mapping, persona building, and service prototyping.
• Knowledge of design research skills across qualitative and quantitative methodologies.
• Ability to write to a high standard and present a portfolio.

Responsibilities

• Deliver high-quality design assets that articulate customer insights and experiences.
• Support application of Studio+ methodologies and collaborate with other disciplines.
• Contribute to development of the Service Design Practice through team meetings and events.

Skills

Visual communication skills

Analytical mindset

Creative intuition

Presentation skills

Bigger picture thinking

Education

Demonstrable experience in service design techniques

Job description

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At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

Junior Service Designer

About EY Seren (EY Studio+)

EY Seren is one of the biggest and most mature Service Design functions in the world, the elder statesperson of Service Design if you will. We’ve been around for 22 years and been part of EY for the last 10.

As of June 2025, EY Seren has joined forces with EY Studio+ , a global network of designers, technologists, and creative thinkers spread across 50 countries. Together, we bring a fresh and human-focused approach to solving real-world challenges. Backed by the expertise of 400,000 EY professionals, we’re all about transforming ideas into meaningful experiences and helping businesses evolve. This is your chance to be part of a team that turns bold thinking into impactful solutions, shaping the future one idea at a time.

T he work we do is varied. We specialise in working with clients in regulated sectors (from Government, Healthcare to Financial Services and Energy) and tackle a huge variety of problems in a huge variety of ways. One week you could be interviewing customers in their homes to understand how they make sense of their money, the next month you could be leading a workshop in Whitehall to articulate how a government department can embed innovation in their organisation.

We take our practitioners seriously and you will be given the freedom and support to develop your craft, your thinking, your work and your career in a way that suits you and delivers for the practice and your clients.

The role

We are looking for a Junior Service Designer to join the Service Design Practice at EY Studio+ starting September 2025.

We are looking for passionate and imaginative individuals from varying backgrounds, interests and experiences who are eager to build a career in designing better customer experiences for regulated sectors.

There are a couple of things that we ask of everybody:

You’ll be fascinated by service in all its forms with a desire to deliver great solutions in the teams we put together for clients, to help them improve existing services, invent new ones, and ultimately grow businesses.

You will be endlessly inquisitive, and ruthlessly user focused and able to use a combination of logic, empathy, rigour and storytelling to articulate a customer or business problem before working creatively and technically to articulate a service that solves it.

You will be a natural collaborator . Ideas breed ideas, and so we work multi-disciplinary teams and embed clients in our process. We work in the open, we share our thinking early and we build on each other’s contribution.

You will be visual. We work generatively. We create things to clarify thinking, align understanding and move towards a solution that works.

You will be iterative. No-one gets it right first time. We don’t expect to.

You will be ambitious yet realistic in your solutions. Our work sits in the sweet spot between desirable, viable, feasible and allowable. Getting it there is a big part of what we do.

You will be a doer AND a thinker and know when to switch from one to the other and how to create time and space for both.

You will navigate complexity. People, organisations, technology, policies, regulations. Designing services puts you at the centre of complexity. We need to make sense of it all quickly, and flex and adapt to move through it effectively.

You will be competent in service design methods and know how to shepherd clients through a service design process, creating good work and advocates for EY Studio+ as you go.

You will be a self-starter and have an explorative mindset, creating new perspectives and identifying the spaces you can be impactful for both EY Studio+ and its clients.

Your key responsibilities:

• Delivery of high-quality design assets that articulate customer insights, journeys and experiences
• Provide day to day support on the application of Studio+ methodologies
• Show initiative to collaborate with other disciplines to deliver project tasks (Eg: Product, business or brand and content design)
• Undertake project work as directed by the Senior Consultant, Principal and Practice Directors
• Monitor own delivery against project requirements, effectively prioritise and deliver to deadlines
• Actively seek to understand project requirements, roles of all team members, aims and deliverables
• Contribute to the development of the Service Design Practice through participation at team meetings, events and activities.(both in person and online)
• Show an active interest in the development of Service Design Practice methodology and make recommendations to Senior and Principal Consultants and the Service Design Practice Director
• Shares project/client learning and outcomes with team and company through EY Studio+ formal and in-formal events
• Tell the EY Studio+ story through articulation of:
  • EY Studio+ methodologies, and their client value
  • EY Studio+ mission statement
  • case studies of service design projects
  • joint EY and Studio+ offering.

Skills and attributes for success

• Strong visual communication skills and related software skills
• Analytical in exploratory mindset - to work through organisational and business details to identify tensions and opportunities
• Creative intuition - able to apply a wide range of creative techniques to deliver innovative conceptual thinking
• Presentation skills – able to tailor content to internal and external audiences. Able to field questions with credibility
• Bigger picture thinking - Can see the bigger picture and find direction from depth, insight and complexity

To qualify for the role, you must have

• The basics: demonstrable experience of; contextual research, quantitative research, journey mapping, persona building, facilitation creative sessions and service prototyping
• Demonstrable knowledge of common Service Design techniques and their application in organisations
• Experience of Service Design along with an understanding of related design disciplines such as; Visual Design, UXD, IA, UI design, Spatial Design, Business Design, Organisation Design
• Knowledge of design research skills across qualitative and quantitative methodologies and experience in how to use them effectively in collaboration, able support customer research, both contextual in-depth and remote large-scale
• Ability to write to a high standard, fluent in English, additional major languages also valued
• Effectively prioritise and deliver to deadlines
• Able to present a portfolio showing all above
• A willingness to attend in person at the EY and client offices for a minimum of 3 days a week

What working at EY offers

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

About EY

As a global leader in assurance, tax, transaction, and advisory services, we’re using the finance products, expertise, and systems we’ve developed to build a better working world. Central to this is our commitment to EY’s All in strategy , which focuses on fostering an inclusive environment where everyone feels they belong and can contribute to their full potential. That starts with a culture that believes in giving you the training, opportunities, and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Make your mark. Apply now.

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