Senior Service Designer - Remote & Multichannel

Energy Saving Trust; City of Edinburgh; Hybrid; GBP 50,000 - 54,000; Full time

Benefits offered by this job

Generous holiday

Flexible working

Pension & life assurance

Enhanced family leave

Green travel perks

Professional development support

Wellbeing allowance

Job summary

Energy Saving Trust is recruiting a Senior Service Designer to establish and lead practical service design across our Operations team. You will shape multi-channel customer journeys and drive improvements in Business Energy Scotland, combining research, mapping, co-design, prototyping and testing to deliver accessible, sustainable services.

You will play a key role in growing service design capability, coaching colleagues and collaborating across operations, digital, data and marketing to

Qualifications

• Strong experience leading strategic service design for complex multichannel services.
• Experience with journey mapping, process mapping and service blueprinting.

Responsibilities

• Lead end-to-end service design across digital, telephone and offline channels.
• Plan and deliver discovery, stakeholder research, co-design workshops, journey mapping, service blueprints, prototyping and testing.
• Synthesize evidence from user research, feedback and data to define problems and opportunities.
• Help teams prioritise opportunities and develop clear, evidence-based roadmaps.
• Translate complex services into accessible outputs and records.
• Design inclusive, accessible services across channels.
• Iterate with multidisciplinary teams to test hypotheses and improvements.
• Coach colleagues and grow service design capability across Energy Saving Trust.
• Collaborate with operations, digital, data, technology, marketing and evaluation teams.

Skills

Journey mapping

Process mapping

Service blueprinting

Co-design

Prototyping

Testing

Facilitation

Stakeholder management

Agile teams

Coaching

Job description

Energy Saving Trust is recruiting a Senior Service Designer to establish and lead practical service design across our Operations team. You will shape multi-channel customer journeys and drive improvements in Business Energy Scotland, combining research, mapping, co-design, prototyping and testing to deliver accessible, sustainable services.

You will play a key role in growing service design capability, coaching colleagues and collaborating across operations, digital, data and marketing to