London Service Experience Designer for Transformation

Service Design Jobs; Greater London; Hybrid; GBP 74,000 - 111,000; Full time

Job summary

North Highland is seeking a Service/Experience Designer in London to translate transformation objectives into user-centered experiences for employees and customers. The role sits within a managed-service delivery model and supports enterprise transformation initiatives in a telecoms context.

The successful candidate will lead workshops, collaborate with senior stakeholders, and contribute to a high-performing pod environment, with day-rate contracting inside IR35 via umbrella arrangements.

Qualifications

• Proven service or experience design background in large organisations or consultancy.
• Experience on enterprise transformation initiatives in B2B/B2C environments such as telecommunications.
• Strong facilitation and workshop delivery with senior stakeholders.

Responsibilities

• Lead or contribute to end-to-end service design activities including discovery, journey mapping, service blueprinting, and prototyping.
• Conduct research and discovery sessions to understand stakeholder needs and user pain points.
• Facilitate workshops with senior stakeholders to align on design direction and transformation goals.
• Create clear design artefacts and documentation enabling delivery teams to execute effectively.
• Work with British Telecom stakeholders to understand requirements and manage expectations.
• Identify risks, blockers and opportunities and communicate them to project leadership.
• Contribute to a supportive pod environment, mentoring junior team members or learning from experienced designers.
• Maintain quality and delivery standards in line with service design best practices.

Skills

Service design

Experience design

Facilitation

Stakeholder management

Research

Documentation

Mentoring

Job description

North Highland is seeking a Service/Experience Designer in London to translate transformation objectives into user-centered experiences for employees and customers. The role sits within a managed-service delivery model and supports enterprise transformation initiatives in a telecoms context.

The successful candidate will lead workshops, collaborate with senior stakeholders, and contribute to a high-performing pod environment, with day-rate contracting inside IR35 via umbrella arrangements.