Consultant - Service Design (Customer Experience & Human-Centred Design)

Tenth Revolution Group; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Annual bonus

Hybrid working model

Up to 4 weeks working abroad per year

Access to learning platforms

Professional development programmes

Exposure to AI and digital projects

Job summary

We are seeking a Consultant - Service Transformation to join Tenth Revolution Group and help clients rethink how they serve customers, colleagues and citizens. You’ll work with service designers, product managers, user researchers and engineers to deliver customer‑centric services that create measurable value.

As a Consultant, you’ll support engagements from discovery to implementation, conduct research, map journeys, design operating models and roadmaps, and facilitate workshops.

Qualifications

• Experience in Service Design, Customer Experience, Business Transformation or related consulting.
• Understanding of journey mapping, service blueprinting and user-centred design.
• Ability to analyze processes and identify improvement opportunities.
• Strong problem-solving and analytical skills.
• Excellent communication and stakeholder engagement capabilities.
• Experience in agile project environments.
• Ability to translate research into practical recommendations.

Responsibilities

• Support delivery of service transformation engagements from discovery through to implementation.
• Conduct research, identify pain points and improvement initiatives.
• Create service design artefacts including journey maps and blueprints.
• Write business requirements and support future-state designs.
• Analyse processes and help redesign customer service operations.
• Design operating models, service frameworks and transformation roadmaps.
• Facilitate workshops and co-design sessions with stakeholders.
• Demonstrate how CRM, AI, automation and analytics improve service delivery.

Skills

Service Design

Customer Experience

Business Transformation

Agile

Stakeholder Engagement

CRM & AI awareness

Tools

Salesforce

Microsoft Dynamics

ServiceNow

Job description

Please Note That For This Role You Need To Hold Full Right To Work In The UK- Not Suitable For Visa Holders.

Security Clearance: Must be eligible for UK Security Clearance

Role is opened in the following locations too: Belfast, Edinburgh, Manchester

We help organisations solve complex challenges by designing and delivering better services, experiences and outcomes. We're looking for a Consultant - Service Transformation to join our growing team and help clients rethink how they serve customers, colleagues and citizens.

This is an exciting opportunity to work alongside Service Designers, Product Managers, User Researchers, Engineers and Strategists to create customer‑centric services that deliver measurable business value.

What you'll be doing

As a Consultant, you'll support the delivery of service transformation engagements from discovery through to implementation.

Your responsibilities will include

• Conducting research and analysis to understand customer, employee and business challenges.
• Supporting discovery activities to identify pain points, opportunities and service improvement initiatives.
• Creating service design artefacts including customer journey maps, service blueprints, personas and ecosystem maps.
• Writing clear business requirements and supporting the development of future‑state service designs.
• Analysing processes and helping clients redesign customer service operations to improve efficiency and experience.
• Supporting the design of operating models, customer service frameworks and transformation roadmaps.
• Working with multidisciplinary teams to design and deliver customer‑focused solutions.
• Assisting in the facilitation of workshops and co‑design sessions with client stakeholders.
• Helping clients understand how technologies such as CRM, AI, automation and analytics can improve service delivery.
• Producing high‑quality presentations, reports and recommendations for clients.

What we're looking for

We're interested in individuals who are naturally curious, collaborative and passionate about improving services.

You’ll ideally have:

• Experience in Service Design, Customer Experience, Business Transformation, Operations Improvement or a related consulting role.
• Understanding of customer journey mapping, service blueprinting and user‑centred design principles.
• Experience analysing customer, operational or business processes and identifying improvement opportunities.
• Strong problem‑solving and analytical skills.
• Excellent communication and stakeholder engagement capabilities.
• Experience working in agile project environments.
• The ability to translate research and insights into practical recommendations.
• Confidence working with diverse teams and multiple stakeholders.
• Consulting or advisory experience.
• Financial Services, Public Sector or large enterprise experience.
• CRM platforms such as Salesforce, Microsoft Dynamics or ServiceNow.
• Contact centre or customer service transformation initiatives.
• Process optimisation and operating model design.
• AI, automation or digital transformation projects.

Benefits Package:

• Annual bonus
• Hybrid working model- 3 days per week in London or Manchester
• Up to 4 weeks working abroad per year
• Access to leading learning platforms and professional development programmes
• Support for continuous learning, certifications and career progression
• Exposure to cutting‑edge AI, digital transformation and innovation projects
• Opportunity to work with multidisciplinary teams on high‑impact programmes

Please note that full right to work in the UK is a must. Role is not suitable for visa holders.

Hybrid- 3 days/w in office

Hiring process- 3 stages

1.Initial call with HM

2. Case study / someone from the team

3. Meeting the director/partner

Salary banding depends of location