Senior Service Designer

TN United Kingdom; Leicester; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

Join a forward-thinking energy company as a Senior Service Designer, where you'll shape exceptional customer experiences and enhance service delivery. This role offers the chance to work with cross-functional teams, utilizing user research to create impactful service solutions. You'll lead design initiatives that transform customer interactions, ensuring a seamless journey. With a focus on sustainability and innovation, you'll be part of a mission-driven organization committed to making a positive impact. If you're passionate about design and eager to contribute to a greener future, this is the perfect opportunity for you.

Benefits

Flexible total rewards

Support for physical, emotional, and financial needs

Qualifications

• Experience in user research methodologies informing design.
• Strong portfolio demonstrating service design work.

Responsibilities

• Oversee end-to-end process of designing and improving services.
• Conduct user research to uncover needs and challenges.
• Lead workshops to foster collaboration and develop strategies.

Skills

User Research Methodologies

Service Design

Design Tools (Sketch, Figma, Adobe Creative Suite)

Communication Skills

Analytical Skills

Problem-Solving Abilities

Agile Environment Adaptability

Tools

Sketch

Figma

Adobe Creative Suite

Job description

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We’re more than just an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers, a team of 21,000 colleagues energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels and living our commitment to positive community change. Here, you find purpose, passion, and potential. That’s why working here is #MoreThanACareer. We do energy differently — we make it, store it, move it, sell it, and mend it.

About your team:

At British Gas, our mission is to sell it and mend it. We’ve powered UK homes and businesses for over 200 years. But our focus extends beyond energy supply. We aim to make the UK greener and more energy efficient, progressing towards Net Zero. We use innovative tech like thermostats, heat pumps, solar panels, and EV chargers to make reducing carbon footprints easier and cheaper for our customers.

Senior Service Designer

Location: Leicester or Windsor (hybrid)

About your role:

Shape exceptional customer experiences. As a key member of our design team, you will oversee the end-to-end process of designing and improving our services, enhancing customer journeys and our brand presentation. Your work will transform customer interactions, making each touchpoint impactful and seamless.

As a Senior Service Designer, you will partner with cross-functional teams to craft and implement customer-centric service experiences. Conduct user research to uncover needs, challenges, and behaviors, ensuring a thorough understanding of customer journeys.

You will orchestrate people, processes, content, technology, and environments, understanding operational boundaries, and integrating them into your design solutions. Create service blueprints, journey maps, and personas to visualize concepts. Prototype and validate solutions aligned with user needs and business goals.

Lead workshops and co-creation sessions to foster collaboration, generate ideas, and develop service strategies. Use data insights to guide decisions and evaluate the impact of improvements. Advocate for user-centered design principles and best practices organization-wide.

Here’s what we’re looking for:

• Proven experience in user research methodologies informing design.
• Strong portfolio demonstrating service design work.
• Proficiency in design tools such as Sketch, Figma, Adobe Creative Suite, or similar.
• Excellent communication and collaboration skills.
• Strong analytical and problem-solving abilities.
• Ability to thrive in a fast-paced, agile environment.

Why should you apply?

We’re a people-focused organization supporting diverse realities. We understand life extends beyond work. Our total rewards are flexible to meet your needs, supporting you and your family physically, emotionally, and financially. Discover why we’re a great place to work and what being part of #MoreThanACareer means for you.

If you’re energetic, passionate about sustainability, and eager to craft a better tomorrow and a better you, join us. Your voice matters, growth is non-negotiable, and your ambitions are our priority.

Help us, help you. Share your information throughout our recruitment process so we can understand and support your journey.