Senior Service Design & AI Transformation Lead

Echo Talent; England; On-site; GBP 90,000 - 130,000; Full time

Job summary

Echo Talent is seeking a Senior Service Design Manager to lead transformation projects across digital, AI and business platforms within a global professional services organisation. You will combine service design, research, prototyping and strategy to deliver practical, user-centred solutions.

You’ll shape AI roadmaps, experiment with GenAI, and guide design systems and capabilities while working with senior stakeholders and cross-functional teams to turn insights into actionable improvements.

Qualifications

• Extensive service design experience delivering end-to-end services.
• Ability to lead across complex stakeholder landscapes and projects.
• Experience with digital transformation and GenAI initiatives.
• Strong prototyping, research and workshop facilitation skills.
• Excellent communication and influencing abilities.

Responsibilities

• Lead discovery, research and service design across major strategic initiatives spanning digital, data, technology, AI and business transformation.
• Design, implement and recommend technology enabled tools and services that solve genuine user and business problems.
• Review existing end to end services, identifying pain points, opportunities and areas for improvement.
• Translate complex business challenges into clear service concepts, recommendations and practical solutions.
• Bring the user perspective into strategy, roadmaps, investment decisions and technology choices.
• Build an insights engine that creates reusable findings and evidence for strategic decisions.
• Develop evidence bases to understand what to invest in and where emerging technologies add value.
• Design and run workshops with key clients, users and senior stakeholders to uncover needs.
• Use research and design evidence to challenge assumptions and influence strategic direction.
• Develop approaches to user testing and validation depending on the problem and stage of development.
• Support AI roadmaps and GenAI initiatives across divisions.
• Explore emerging technologies and conduct market scanning to understand availability and value.
• Assess new tools or technologies for adoption, providing evidence-based recommendations.
• Work with development teams to experiment with GenAI and digital capabilities.
• Support experimentation programmes designed to generate learning from exploration.
• Help the organisation understand how technology can improve services while centering user needs.
• Contribute to the development and adoption of a design system and standardise digital design across products.
• Help establish and manage a backlog of design work with product and development teams.
• Ensure design thinking continues through implementation.
• Facilitate workshops, discovery sprints and co-design sessions with senior stakeholders and clients.
• Present recommendations with clarity to influence strategy and investment.
• Work alongside change managers and product owners to implement new services.
• Influence without formal authority to align teams around evidence and outcomes.
• Champion service design as a craft and mindset across the organisation.
• Support training and capability development in the wider organisation.
• Contribute to a community of user-centred design and sharing best practices.
• Help lead a multidisciplinary design team of 6–7 people and shape the future design function.

Skills

Service design

Stakeholder management

Prototyping

User research

Workshops facilitation

GenAI

Strategic thinking

Cross-functional leadership

Design systems

Job description

Echo Talent is seeking a Senior Service Design Manager to lead transformation projects across digital, AI and business platforms within a global professional services organisation. You will combine service design, research, prototyping and strategy to deliver practical, user-centred solutions.

You’ll shape AI roadmaps, experiment with GenAI, and guide design systems and capabilities while working with senior stakeholders and cross-functional teams to turn insights into actionable improvements.