Senior Service Designer

Pontoon; City of Edinburgh; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading financial services organisation is seeking a Senior Service Designer in Edinburgh to lead the creation of seamless digital experiences. This role involves working within agile teams, facilitating workshops, and leading design decisions. Candidates should have strong skills in design thinking, problem-solving, and communication, and a proactive mindset. The position offers a salary of £80,000 - £100,000 and potential for hybrid working twice a week.

Qualifications

• Strong relationship-building skills with senior stakeholders.
• Confidence to challenge constructively where appropriate.
• Experience applying research methods to inform design decisions.

Responsibilities

• Collaborating closely with designers and engineers.
• Facilitating workshops to understand business needs.
• Leading design decisions by championing the user perspective.

Skills

Proactive mindset

Relationship-building skills

Innovative problem-solving skills

Excellent communication skills

Design thinking expertise

Job description

Job Title: Service Designer

Location: Edinburgh - New Uberior House Head Office

Salary/Pay Rate: £80k - £100K or £600 - £700 per day via Umbrella

Contract Length: 6 months (potential extension)

Hybrid Working: On-site twice per week (Wednesday & Thursday)

About the Organisation

Our client is a large, customer-focused financial services organisation undergoing a significant digital transformation. With millions of customers across the UK, they are investing heavily in digital platforms, services, and people to deliver seamless, multi-channel experiences that meet the needs of modern customers.

Who We're Looking For

We're seeking an experienced Senior Service Designer to lead the creation of seamless digital experiences, champion user-centred design, and help advance service design practices across the organisation.

About the Role

As a Lead Service Designer, you'll work within a multidisciplinary team of designers, researchers, and strategists across a wide range of initiatives.

You’ll be confident across all aspects of service design, including:

• Needs definition
• Journey mapping
• Service blueprinting
• Storytelling
• Facilitating workshops
• Applying design thinking methods
• Using evidence and insight to influence stakeholders

You’ll be passionate about your craft and enjoy developing others‑whether that’s advocating for service design within product teams, shaping new ways of working, or helping evolve design maturity across the organisation.

Responsibilities

• Working effectively within agile teams to uncover priorities, visualise outcomes, and define scope.
• Facilitating workshops and discussions to ensure business context, risks, and needs are well understood.
• Communicating clearly with stakeholders to manage expectations and incorporate multiple perspectives.
• Researching and documenting current-state services and articulating future-state experiences.
• Leading others to make strong design decisions and champion the user perspective.
• Coaching and mentoring colleagues to support their development.
• Collaborating closely with designers, product owners, and engineers.
• Contributing to the wider design community by sharing knowledge and embedding design principles.

Skills & Experience Required

• A proactive, driven mindset with a focus on continuous improvement.
• Strong relationship‑building skills and the ability to work credibly with senior stakeholders.
• Confidence to challenge constructively where appropriate.
• Calm, resilient approach under pressure with strong risk awareness.
• Innovative problem‑solving skills and the ability to bring others on the journey.
• Excellent communication skills across technical and non‑technical audiences.
• Experience applying research methods to inform design decisions.
• Strong expertise in design thinking and confident facilitation skills.

If you're excited by this role but don't meet every requirement, we encourage you to apply—we'd love to hear from you.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Equal Opportunity Statement

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.