Senior Service Designer — Remote Multichannel Services Lead

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

Benefits offered by this job

Generous holiday

Flexible work

Pension & life cover

Enhanced family leave

Green travel perks

Professional development

Wellbeing allowance

Job summary

Energy Saving Trust is seeking an experienced Senior Service Designer to establish and lead practical service design across our Operations team. You will work on the Business Energy Scotland portfolio, improving customer journeys and operational delivery.

You will combine strategic thinking with hands-on delivery, using research, mapping, co-design, prototyping and testing to create accessible, sustainable services across channels.

Qualifications

• Substantial experience leading strategic service design.
• Ability to translate customer needs into practical design.
• Strong facilitation and collaboration with multi-disciplinary teams.

Responsibilities

• Lead end-to-end service design across digital, telephone and offline channels.
• Plan and deliver discovery, stakeholder research, co-design workshops, journey mapping and prototyping.
• Translate insights into clear roadmaps and implement testable 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

Stakeholder management

Job description

Energy Saving Trust is seeking an experienced Senior Service Designer to establish and lead practical service design across our Operations team. You will work on the Business Energy Scotland portfolio, improving customer journeys and operational delivery.

You will combine strategic thinking with hands-on delivery, using research, mapping, co-design, prototyping and testing to create accessible, sustainable services across channels.