Contract Service Designer: End-to-End Transformation

Pontoon Solutions; Manchester; On-site; GBP 45,000 - 65,000; Full time

Job summary

Pontoon Solutions is recruiting an experienced Service Designer to join a major transformation programme in the UK. You will shape and deliver end-to-end service improvements across critical customer interactions, including complaints and bereavement journeys, blending digital, automation, and human touchpoints from problem definition to delivery.

You will run workshops, map journeys and blueprints, gather insights, and work with product, delivery and customer service teams to drive measurable

Qualifications

• Experience in service design within complex transformation environments.
• Strong end-to-end service design methodologies and practices.
• Experience taking services from definition through execution and adoption.
• Excellent workshop facilitation and stakeholder engagement.
• Strong ability to create service blueprints and journey maps.
• Ability to articulate measurable impact and outcomes.
• Comfort challenging assumptions and influencing stakeholders at all levels.

Responsibilities

• Lead end-to-end Service Design activities from discovery through to implementation.
• Define and solve complex service challenges across customer-facing and operational processes.
• Design future-state services that integrate digital, automated, and human touchpoints.
• Map customer journeys, service blueprints, ecosystems, and operational processes.
• Facilitate workshops and design-thinking sessions with cross-functional stakeholders.
• Gather insights from users, colleagues, and stakeholders to shape service improvements.
• Translate research and business requirements into practical, user-centred solutions.
• Measure and demonstrate the impact of service design interventions.
• Work closely with Product, Operations, Delivery, Technology, and Customer Service teams to drive successful outcomes.

Job description

Pontoon Solutions is recruiting an experienced Service Designer to join a major transformation programme in the UK. You will shape and deliver end-to-end service improvements across critical customer interactions, including complaints and bereavement journeys, blending digital, automation, and human touchpoints from problem definition to delivery.

You will run workshops, map journeys and blueprints, gather insights, and work with product, delivery and customer service teams to drive measurable