Service Designer

Consult; City of Edinburgh; Hybrid; GBP 140,000 - 150,000; Full time

Job summary

Consult in Edinburgh is seeking an experienced Service Designer for a 6-month hybrid contract with 2 days onsite per week. You will work on a large-scale transformation for a banking client, focusing on colleague experience, operational processes and CRM-related systems.

You will map journeys, identify pain points, translate insights into practical service and system improvements, and collaborate with business, operational and technology teams to drive adoption and change.

Qualifications

• Experience in Service Design or Design Consultancy within enterprise transformation.
• Experience with colleague, employee or customer experience.
• Experience in operational and process improvement.
• Experience with CRM or platform transformation.
• Proficient in journey and process mapping.
• Workshop facilitation skills.
• Strong stakeholder management and cross-functional work.
• Ability to translate user needs into service and system requirements.

Responsibilities

• Understand and map existing colleague journeys, processes and pain points.
• Identify opportunities to improve colleague experience and operational effectiveness.
• Translate user and business needs into practical service, process and technology improvements.
• Work closely with business, operational and technology stakeholders.
• Support CRM and platform transformation.
• Contribute to colleague training, adoption and wider organisational change.
• Facilitate workshops and stakeholder sessions.
• Create clear journey maps, process maps and service design outputs.
• Navigate complex stakeholder environments and turn complex problems into actionable solutions.

Skills

Service Design

Design Consultancy

Colleague Experience

Customer Experience

Operational Improvement

CRM Transformation

Journey Mapping

Workshop Facilitation

Stakeholder Management

Cross-Functional Collaboration

User Needs Translation

Job description

Service Designer

Edinburgh – Hybrid (2 days onsite per week)

£575 per day – Inside IR35

6-Month Initial Contract

We’re currently recruiting for an experienced Service Designer to join a leading banking client on a large-scale transformation programme focused on improving colleague experience, operational processes and CRM-related systems.

This is a hands‑on 6‑month contract where you’ll work across business, operational and technology teams to understand existing colleague journeys, identify pain points and opportunities for improvement, and translate those insights into practical changes across people, processes, technology and services.

What you’ll be doing:

• Understand and map existing colleague/employee journeys, processes and pain points
• Identify opportunities to improve colleague experience and operational effectiveness
• Translate user and business needs into practical service, process and technology improvements
• Work closely with business, operational and technology stakeholders
• Support CRM and platform transformation
• Contribute to colleague training, adoption and wider organisational change
• Facilitate workshops and stakeholder sessions
• Create clear journey maps, process maps and service design outputs
• Navigate complex stakeholder environments and turn complex problems into actionable solutions

What we’re looking for:

We’re particularly interested in Service Designers or Design Consultants with experience working within complex enterprise transformation environments.

Key experience includes:

• Service Design / Design Consultancy
• Colleague, employee or customer experience
• Operational and process improvement
• CRM or wider platform transformation
• Journey and process mapping
• Workshop facilitation
• Strong stakeholder management
• Working across business and technology teams
• Translating user needs into practical service and system requirements