Service Designer

Pod; Greater London; Hybrid; GBP 60,000 - 70,000; Full time

Benefits offered by this job

UnMind wellbeing access for you and up

Podpoint Charger

Discounted energy tariff (Pod Power)

Flexible hybrid working model

Up to 20 days abroad per year

Family & friend discount

25 days holiday

Parental leave

Pension scheme 4.5% matched

Eyecare

Life insurance

HealthHero Virtual GP

Employee Assistance Program

Mortgage advice

Discounted Gym Memberships

Cycle2Work Scheme

Job summary

Pod is seeking a Service Designer to turn complex problems into simple, joined-up experiences across software, hardware, data and operations. You’ll shape end-to-end journeys for Electric Living, owning from research to delivery in a partly London-based hybrid role.

You’ll run workshops, create service blueprints, maps and personas; collaborate with product, engineering and operations; measure impact and drive continuous improvement while growing Pod's service design capability.

Qualifications

• 2–4 years of experience in service design or related end-to-end design role.
• Experience in EV charging, fleet, depot operations or related energy/mobility sectors.
• Ability to design complex services where hardware, software, data and operations converge.
• End-to-end mindset with understanding of back-office systems and operational constraints.
• Strong portfolio showing research, concepts and tested solutions.
• Proficiency with Miro and prototyping tools to make ideas tangible.
• Excellent facilitation and communication skills for cross-functional workshops.
• Ownership, curiosity and a customer-centered approach to design.

Responsibilities

• Design end-to-end services: create blueprints, journey maps and personas.
• Map the ecosystem: identify people, systems and processes behind key moments.
• Conduct user research with drivers, fleet managers, installers and internal teams.
• Turn insights into better experiences through ideation, prototyping and testing.
• Plan and lead collaborative workshops to align teams on opportunities and solutions.
• Collaborate with product, engineering, design and operations to balance needs and realities.
• Measure service performance using research, insights and data for continuous improvement.
• Help grow Pod's service design capability by sharing methods and tools across teams.

Skills

Service design

End-to-end thinking

Workshop facilitation

User research

Portfolio evidence

Tools

Miro

Prototyping tools

Job description

Job Title: Service Designer
Salary: £60,000- £70,000
Location: Hybrid (1-2 days per week in London office)

We’re looking for a Service Designer who loves turning complex problems into simple, joined-up experiences. You’ll shape the end-to-end Electric Living journey, connecting digital products with hardware, data, installers and operations to create services that genuinely work for our customers. If you want real ownership, fascinating service challenges and the chance to see your work make a tangible impact, this could be the role for you

Here’s what our Senior Service Designer had to say:

“EV charging is a fascinating service design challenge because the customer experience is only as good as everything happening behind it. At Pod, you’ll get stuck into the whole service, from software and data to hardware, installers and operations. You’ll have real ownership, plenty of interesting problems to solve and the opportunity to help us define what brilliant service design looks like as we grow.”

What You'll Do:

Design end-to-end services: Create service blueprints, journey maps and personas that bring together the customer experience and everything happening behind the scenes
Connect the whole service ecosystem: Map the people, systems and processes behind key customer moments, from installer scheduling and back-office tools to charger hardware, software and data
Get close to our customers: Plan and run research with drivers, fleet managers, depot operators, installers and internal teams to understand their needs, behaviours and pain points
Turn insight into better experiences: Ideate, prototype and test new service concepts, using what you learn to iterate and improve them
Bring people together: Plan and facilitate workshops and collaborative design sessions that help teams understand problems, explore opportunities and align around solutions
Collaborate across disciplines: Work closely with product managers, engineers, designers and operations colleagues to make sure services balance customer needs, technical realities and business goals
Measure and improve: Track how services are performing, combining research, customer insight and data to identify opportunities for continuous improvement
Grow service design at Pod: Share tools, methods and ways of working with colleagues, helping us strengthen service design capability across Pod.

What You'll Bring:

Hands-on service design experience: Around 2 to 4 years' experience in service design, or a related design role where you’ve had a strong focus on end-to-end services
Relevant industry knowledge: Experience in EV charging, fleet or depot operations, or a closely related environment such as energy, mobility or logistics
Experience designing complex services: You’re comfortable working in technology-led businesses where great customer experiences depend on hardware, software, data and operations working together
An end-to-end mindset: You understand what happens behind the scenes, including back-office systems, operational processes, field teams, partner handoffs and the constraints that can shape a service
A strong portfolio: You can demonstrate your service design process, showing how you’ve moved from research and insight through to concepts, testing and improved solutions
Practical design skills: You’re confident working with Miro and prototyping tools to make ideas tangible and easy to understand
Great facilitation and communication: You can bring different perspectives together, run effective workshops and confidently communicate your thinking to stakeholders
Ownership and curiosity: You’re comfortable taking responsibility for your work, navigating ambiguity and asking the right questions when things aren’t clear
Customer-centred thinking: You advocate for genuine customer needs while understanding the commercial, operational and technical realities of building a successful service
A desire to keep learning: You’re curious about new design approaches and emerging tools, including how AI can improve research, design and prototyping workflows
A collaborative approach: You’re positive, proactive and enjoy working closely with people from different disciplines to get to the best outcome.

It would be great, but isn't essential, if you also bring:

• Experience designing D2C, B2B SaaS or B2B2C services
• Knowledge of fleet charging, depot energy management or workplace charging
• An understanding of smart charging, energy tariffs or grid flexibility
• Experience working within a value stream, product squad or similarly cross-functional delivery model.

What's In It For You?

If you’re a Service Designer who wants to work on genuinely meaty, end-to-end problems, this is a brilliant opportunity. You won’t just be designing screens or mapping journeys, you’ll be connecting the whole experience across customers, technology, hardware, energy and operations. You’ll have real ownership, direct access to the people using and delivering our services, and the chance to see your thinking become tangible improvements for customers. As we grow, you’ll also have a voice in shaping our service design practice, so this is a role where you can develop your craft while making a visible impact.

The Perks:

• Access for you and up to 5 family/friends to the ‘UnMind’ wellbeing platform
• Podpoint Charger
• Discounted energy tariff (Pod Power or EDF Employee Programme)
• Flexible hybrid working model
• Work abroad for up to 20 days per year
• Family & friend discount scheme
• 25 days holiday (plus Bank Holidays)
• Very generous parental and family leave
• Pension scheme with a 4.5% matched contribution
• Eyecare scheme
• Life insurance covering up to 4x your annual salary
• Virtual GP provided by HealthHero
• Employee Assistance Program
• Free Mortgage Advice
• Discounted Gym Memberships
• Cycle2Work Scheme

Important Information:
You must have the legal right to work in the UK. We celebrate diversity and encourage applications from all backgrounds. Your privacy is important to us, all information shared will be handled according to our Candidate Privacy Notice.
Good luck and we look forward to speaking with you soon!