Service designer

Pontoon; City of Edinburgh; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Hybrid work arrangement

Edinburgh onsite 2 days/week

Job summary

Pontoon is seeking a hands-on Service Designer to join a large-scale transformation programme focused on improving colleague experience, operational processes and CRM-related systems in Edinburgh. The role combines design delivery with practical change management across multi-stakeholder teams.

You will map journeys, identify pain points and translate user needs into actionable service and system improvements, supporting CRM and platform changes while enabling training and adoption.

Qualifications

• Experience as a Service Designer in large enterprise transformations.
• Ability to translate user needs into practical design requirements.
• Proven ability to facilitate workshops and map journeys.

Responsibilities

• Apply service design methodologies to complex operational and technology transformation programmes.
• Map and understand existing colleague journeys, processes and pain points.
• Identify opportunities to improve colleague experience, operational efficiency and service delivery.
• Design improved experiences across people, processes, systems and services.
• Support the design and implementation of changes to CRM and business-critical platforms.
• Explore how technical and system changes can enable colleague training, adoption and change management.
• Translate colleague/user needs into clear and practical design requirements.
• Work collaboratively with business, operational, technology and transformation stakeholders.
• Facilitate workshops, discovery activities and journey/process mapping sessions.
• Develop service concepts and practical recommendations that can be implemented within a complex organisational environment.

Skills

Service design

Transformation programmes

Stakeholder management

Workshop facilitation

CRM knowledge

Problem-solving

Tools

CRM systems

Process mapping tools

Job description

Service Designer: Colleague Experience & CRM Transformation

Duration: 6 months, with potential for extension

Location: Edinburgh, 2 days per week onsite

Role Summary

Experienced Service Designer required to support a large-scale transformation programme focused on improving colleague experience, operational processes and CRM-related systems.

The successful candidate will combine strong service design expertise with practical experience across operations, colleague experience and CRM/platform transformation. They will work across complex stakeholder environments to understand current journeys and processes, identify pain points and opportunities, and translate user needs into practical service and system improvements.

A key element of the role is understanding how technology and system changes can enable colleague training, adoption and operational change, applying design-led approaches to ensure systems and processes effectively meet colleague and business needs.

Key Responsibilities

• Apply service design methodologies to complex operational and technology transformation programmes.
• Map and understand existing colleague journeys, processes and pain points.
• Identify opportunities to improve colleague experience, operational efficiency and service delivery.
• Design improved experiences across people, processes, systems and services.
• Support the design and implementation of changes to CRM and business-critical platforms.
• Explore how technical and system changes can enable colleague training, adoption and change management.
• Translate colleague/user needs into clear and practical design requirements.
• Work collaboratively with business, operational, technology and transformation stakeholders.
• Facilitate workshops, discovery activities and journey/process mapping sessions.
• Develop service concepts and practical recommendations that can be implemented within a complex organisational environment.

Essential Experience

• Strong commercial experience as a Service Designer / Design Consultant.
• Proven experience delivering service design within complex transformation programmes.
• Experience working across colleague/employee experience and operational transformation.
• Strong understanding of CRM systems and/or business-critical platforms.
• Experience translating user needs into practical system and service requirements.
• Experience working with technology teams on platform or system transformation.
• Understanding of change, adoption and colleague training within technology-enabled transformation.
• Strong stakeholder management skills, with the ability to work across business, operations and technology teams.
• Strong facilitation, journey mapping, process mapping and workshop skills.
• Comfortable working within large, complex organisations with multiple stakeholder groups.

Ideal Candidate Profile

The ideal candidate is a hands‑on Service Designer who can bridge the gap between people, processes and technology. They should be comfortable moving beyond research and conceptual design into practical transformation delivery, particularly where CRM/platform changes need to be adopted successfully by colleagues.

Strong candidates will demonstrate

• Service design in complex enterprise environments
• CRM/platform transformation experience
• Colleague or employee experience design
• Operational/process improvement
• Technology-enabled change
• Change adoption and training considerations
• Strong communication and stakeholder engagement
• Ability to turn complex problems into actionable design solutions