Senior Service Designer - AI-Driven Service Design (London)

Designit; Slough; On-site; GBP 60,000 - 90,000; Full time

Job summary

Designit, London is seeking a Senior Service Designer to lead end-to-end service design across discovery, definition, and delivery. You’ll map ecosystems, translate research into future-state journeys, and collaborate with researchers, experience designers, and engineers to deliver measurable outcomes.

You’ll apply systems thinking to multi-channel services, including AI-enabled pathways, and guide stakeholders through workshops and governance considerations.

Qualifications

• 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
• 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

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

Skills

Service design

Stakeholder mapping

Workshop facilitation

Systems thinking

Multi-channel design

Presenting to seniors

AI-enabled services

Agile delivery

Education

Service Design

Business/Strategy

Psychology/Anthropology

Tools

Figma

FigJam

Miro

Job description

Designit, London is seeking a Senior Service Designer to lead end-to-end service design across discovery, definition, and delivery. You’ll map ecosystems, translate research into future-state journeys, and collaborate with researchers, experience designers, and engineers to deliver measurable outcomes.

You’ll apply systems thinking to multi-channel services, including AI-enabled pathways, and guide stakeholders through workshops and governance considerations.