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

Designit

Slough

On-site

GBP 60,000 - 90,000

Full time

14 days+
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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.

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