Senior Service Designer

Designit; Greater London; On-site; GBP 65,000 - 95,000; Full time

Job summary

Designit in London is seeking a Senior Service Designer to lead end-to-end service design efforts across discovery to delivery. You will shape opportunities, drive quality, and collaborate with multidisciplinary teams to deliver measurable client outcomes.

The role requires hands-on leadership, systems thinking, and comfort with AI-enabled service scenarios. You will mentor junior designers and contribute to Designit’s design practice across Europe.

Qualifications

• 5–8 years’ experience in service design, preferably in consultancy or agency environments.
• Proven ability to map and synthesise research into actionable service concepts.
• Experience designing across digital, physical, and human touchpoints.
• Comfortable leading workshops and collaborating with cross-functional teams.
• Ability to connect design decisions to business goals and measurable outcomes.

Responsibilities

• Lead service design workstreams across discovery, definition, and delivery.
• Map and analyse service ecosystems; identify interactions between users, processes, technology, and org structures.
• Translate research insights into compelling service concepts, blueprints, and future-state journeys.
• Apply systems thinking to design holistic end-to-end services balancing user needs and business goals.
• Design for human and automated interactions, including AI-enabled pathways with clear governance.
• Facilitate workshops and stakeholder alignment to build shared understanding.
• Collaborate with researchers, experience designers, and engineering teams for integrated delivery.
• Define design rationale and connect decisions to measurable outcomes.
• Contribute to client relationships and identify opportunities to extend impact.
• Mentor junior designers and lead by example.

Skills

Service design

Systems thinking

Workshop facilitation

Stakeholder management

Multi-channel design

Agile delivery

Education

Service Design or related discipline

Design, Strategy, or Management

Psychology/ Sociology/ Anthropology interest

Tools

Figma

FigJam

Miro

Job description

Senior Service Designer

Location: London, UK| Discipline: Service Design

About Designit & Wipro

Designit, Wipro's experience, innovation, and design business, works at the intersection of creativity, technology, and strategy to help ambitious organisations grow and transform.

We take a holistic view of how services work — connecting people, processes, and technology to create experiences that are not only meaningful for users, but operationally sound and commercially viable for the organisations behind them.

The Opportunity

We're looking for a Senior Service Designer to join our London studio and play a central role in shaping how services are designed and delivered for our clients.

This is a hands-on, senior role that spans the full service design lifecycle — from understanding the problem space and mapping service ecosystems, through to designing future-state experiences and supporting implementation. You'll work across multidisciplinary teams and directly with client stakeholders to drive real, measurable outcomes.

Services today are increasingly shaped by the interplay between human and automated touchpoints — including AI-enabled pathways. At this level, you'll be expected to design for that complexity, bringing systems thinking and a user-centred lens to services that span digital and physical channels.

At this level, you'll move beyond execution to:

• Shape service strategy and define opportunities for transformation
• Drive quality and consistency across service design deliverables
• Influence client thinking and contribute to relationship and opportunity development

Key Responsibilities

• Lead service design workstreams across discovery, definition, and delivery — ensuring rigour, clarity, and impact at every stage
• Map and analyse service ecosystems, identifying how users, processes, technology, and organisational structures interact to deliver (or hinder) value
• Translate research insights and identified opportunities into compelling service concepts, blueprints, and future-state journeys
• Apply systems thinking to design holistic, end-to-end services that balance user needs, business goals, and technical feasibility
• Design for services that blend human and automated interactions — including AI-assisted pathways — with clear escalation, quality, and governance considerations
• Facilitate workshops, co-creation sessions, and stakeholder alignment activities that build shared understanding and buy-in
• Collaborate closely with researchers, business designers, experience designers, and engineering teams to ensure seamless, integrated delivery
• Define and articulate design rationale, connecting service design decisions to measurable business and user outcomes
• Contribute to client relationships, presenting work with confidence and identifying opportunities to extend impact
• Support the development of more junior designers through mentoring, knowledge sharing, and leading by example

Experience & Skills

• Approximately 5–8 years' experience in service design, ideally within a consultancy, agency, or complex product environment
• Strong expertise in core service design methods — including service blueprinting, journey mapping, ecosystem mapping, and stakeholder mapping
• Proven ability to synthesise research and complex information into clear, actionable insights and service concepts
• Experience designing across multi-channel services spanning digital, physical, and human touchpoints
• Comfortable facilitating workshops and co-creation sessions with diverse groups — from frontline teams to senior leadership
• Ability to connect service design decisions to business strategy and measurable outcomes
• Confident presenting to and influencing senior stakeholders, making the case for design-led approaches
• Strong understanding of accessibility and inclusive design as core service quality attributes, not afterthoughts
• Familiarity with modern design and collaboration tools (e.g., Figma, FigJam, Miro) and an openness to AI-augmented design workflows
• Experience working in agile, cross-functional delivery environments
• Excellent visual communication, storytelling, and facilitation skills

Educational background in one or more of the following is valued but not essential:

• Service Design, Interaction Design, or a related design discipline
• Business, Strategy, or Management
• Psychology, Sociology, Anthropology, or Human-Computer Interaction

Ways of Working

• A systems thinker — able to see the big picture while managing the details that makes services work
• Collaborative and generous — working across disciplines and helping teams build shared understanding
• Comfortable with ambiguity — bringing structure and direction to complex, open-ended challenges
• Proactive and accountable — taking ownership of quality and driving work forward with pace and purpose
• Curious about emerging practices — including designing for AI-enabled services, evolving accessibility standards, and new ways of measuring service performance

What We Offer

• The opportunity to shape services for ambitious clients from our London studio
• A role within a collaborative, multidisciplinary team across Europe
• Meaningful responsibility and the chance to influence both client outcomes and Designit's service design practice
• Exposure to a range of sectors and project types
• A culture that values creativity, curiosity, and real-world impact

Designit is committed to equal opportunity and fostering an inclusive environment. If you require reasonable accommodation during the application or interview process, please let us know.