Senior Service Designer (Stream Lead)

HelloKindred; Greater London; Hybrid; GBP 60,000 - 75,000; Full time

Job summary

A specialist staffing firm in Greater London is seeking a Senior Service Designer to lead service strategies and enhance product experiences. This hybrid role involves mapping user journeys and optimizing service delivery within multidisciplinary teams. Ideal candidates should have extensive experience in service design, strong facilitation skills, and a proven ability to work collaboratively in diverse environments. This role offers a unique opportunity to impact service and product design, with a focus on user outcomes.

Qualifications

• Extensive experience in complex, enterprise-scale environments.
• Ability to bring clarity to ambiguity and guide teams.
• Comfortable shaping services into buildable product experiences.

Responsibilities

• Lead service strategy and delivery for assigned workstream.
• Map and optimise end-to-end journeys.
• Facilitate co-design and stakeholder workshops.

Skills

Extensive experience delivering service design

Strong facilitation skills

Systems-thinking capabilities

Ability to lead multidisciplinary teams

Product-oriented mindset

Exceptional communication skills

Experience in governance and AI-related initiatives

Job description

HelloKindred are specialists in staffing marketing, creative and technology roles, offering a range of talent solutions that can be delivered on-site, remotely or hybrid.

Our vision is to make work accessible and people’s lives better.We do this by disrupting traditional employment barriers –connecting ambitious talent to flexible opportunities with trusted brands.

Job Description

Anticipated Contract End Date/Length:April 30, 2026 with potential to extend
Work set-up: Hybrid, with attendance at the London office three days per week

We’re looking for a Senior Service Designer to lead a dedicated workstream within a newly formed delivery pod, helping to shape how services and products are defined, designed, and experienced. Working alongside an established team model, you’ll support the evolution of end-to-end journeys across areas such as governance, work arrangements, data management, and AI-related initiatives. While the exact projects are still being shaped, the work will sit at the intersection of service design mission work and product-led delivery, requiring someone who can think strategically about the ecosystem while grounding decisions in what actually works in the real world.

Wearehiringformultipleroles and have a strong preference for candidates who have previously worked together as part of the same squad or pod.You’re welcome to apply individually, but we especially encourage applications from small groups or pairs of designers (mid-level service, UX, BAs) who have successfully delivered together before. If applying as part of a team, please share the names of colleagues you’ve partnered with previously so we can consider you as a cohesive pod.

What you will do:

• Lead service strategy and delivery for your assigned workstream.
• Map and optimise end-to-end journeys, identifying pain points, opportunities, and system implications.
• Facilitate discovery, co-design, and multi-stakeholder workshops.
• Produce high-quality service artefacts includingservice blueprints, journey maps, workflows, and service models.
• Align your work with established processes, tools, and ways of working.
• Support governance- and data-related design activities where required.
• Partner closely with UX Designers, Business Analysts, Data, Engineering, and other cross-functional stakeholders.
• Provide direction and support to mid-level service designers within the pod.
• Foster a cohesive pod culture, ideally alongside teammates you’ve collaborated with successfully in the past.

Qualifications

• Extensive experience delivering service design within complex, enterprise-scale environments, ideally on programmes where service, product, and experience intersect.
• Strong facilitation, sense-making, and systems-thinking capabilities, able to bring clarity to ambiguity, structure problem spaces, and guide teams toward coherent outcomes.
• Proven ability to lead a workstream or pod within a multidisciplinary setting, partnering closely with UX, BAs, Product, Engineering, and wider stakeholders.
• A product-oriented mindset, comfortable shaping services that ultimately translate into real, buildable product experiences, not just conceptual frameworks.
• Experience contributing to or leading work across governance, data workflows, operational processes, or AI-adjacent initiatives is highly advantageous.
• Able to operate at both strategic and hands-on levels, moving fluidly between high-level service vision and detailed artefact creation.
• Exceptional communication and stakeholder management skills, with the ability to articulate logic, rationale, and decision-making to diverse audiences.
• Strong preference for candidates who have previously delivered together as part of a cohesive squad or pod; individuals are welcome, but existing working groups are a significant advantage.

Additional Information

Candidates must be legally authorized to live and work in the country the position is based in, without requiring sponsorship.

We appreciate your interest in this opportunity. Please note only applicants selected for an interview will be contacted.

HelloKindred is proud to be an equal opportunity employer, committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity/expression, sexual orientation, national origin, disability, age, or veteran status.