Service Designer

Service Design Jobs; Greater London; Sur place; GBP 50 000 - 75 000; Plein temps

Avantages offerts par ce poste

32 days off incl. bank holidays

Employer pension

Paid sick leave

Parental leave

Birthdays off

Employee assistance

Learning budget

Cycle to work

Tech scheme

Volunteer days

Gym discounts

Résumé du poste

Beryl is seeking a Service Designer to improve the end-to-end rider journey, from unlocking a bike to council reporting and fleet operations. You will lead service design while staying hands-on with UX for the app and internal tools, influencing both digital and physical touchpoints.

You’ll work with product, engineering, operations and customer support to identify where services break down and craft fixes. Strong UX and field research experience are essential to succeed.

Qualifications

• 4+ years in service design, UX design or a closely related role with a portfolio.
• Hands-on experience with service blueprints, journey maps and ecosystem maps to drive change.
• Strong UX craft across interaction design, IA, prototyping and usability testing.
• Confident in running qualitative research and turning findings into recommendations.
• Able to work with engineers, operations staff, and council officers across the business.
• Clear, concise communication, written and verbal.

Responsabilités

• Map the full rider, partner, and operations journey end-to-end.
• Engage with riders on the street to observe how schemes operate.
• Identify breakdowns and design fixes with software and hardware teams.
• Continue improving the rider app and internal tools.
• Test ideas with real users and use data to prioritise actions.
• Collaborate with product, engineering, operations and support teams.
• Monitor mobility trends and competitor activity to advance services.

Connaissances

Service design

UX design

Stakeholder comms

Qualitative research

Cross-functional

Information architecture

Prototyping

Usability testing

Description du poste

About

Here at Beryl, we have a clear vision: to build a better world by getting more people in cities moving sustainably.

Our aim is to be the UK’s leading micromobility company, delivering sustainable, shared schemes to UK communities. As the only B-Corp micromobility operator, we care about community, safety, the environment, and effective design. Beryl is growing nationally and now is the most exciting time to join our team.

About the role

We’re looking for a service designer who can continue to improve the whole Beryl experience, from a rider unlocking a bike to the council partner reviewing scheme data and the operations team keeping vehicles on the street. You’ll lead service design across the business and still be hands-on with UX for our app and digital tools, for our riders and internal teams.

The app is only one part of what makes a Beryl journey work. Parking bays, vehicle availability, customer support, council reporting and the people who rebalance and repair our fleet all shape the experience just as much.

You’ll look at the end-to-end service, find where it breaks down for riders, partners and our own teams, and design fixes that work across both digital and physical touchpoints. Strong UX skills remain essential, because many of those fixes will land in the app.

What you’ll do

• Map the full Beryl journey for riders, council partners and our operations teams.
• Get out on the street to talk to riders and see how our schemes really work.
• Spot where the service breaks down and design practical fixes with software and hardware teams
• Continue to improve and design the rider app and internal tools
• Test ideas with real users and use data to decide what to do next.
• Work closely with product, engineering, operations and customer support.
• Monitor latest trends in mobility and among competitors to advance our service offering.

What you’ll bring

Essential

• 4+ years in service design, UX design or a closely related role, with a portfolio showing both.
• Hands-on experience with service blueprints, journey maps and ecosystem maps, and using them to drive real change.
• Strong UX craft: interaction design, information architecture, prototyping and usability testing.
• Confidence in running qualitative research and turning findings into clear recommendations.
• The ability to work with people across the business, from engineers to operations staff to council officers.
• Clear, concise communication, written and in person.

Desirable

• Experience in transport, mobility, public services or another service with a physical, on street element.
• Experience working with local authorities or other public-sector partners.
• Comfort using quantitative data (product analytics, ride data, support tickets) alongside research.
• Effective and responsible use of AI tools in research, data analysis and the design process, with good judgement about where they help and where they don’t.
• Experience setting up a design function or design practices in a growing company.

What we offer in return

• The chance to build the business and help Beryl on our journey to become one of the biggest micromobility operators in the world
• 32 days off inclusive of bank holidays
• Employer pension contributions
• Paid sick leave
• Enhanced parental leave
• Birthdays off
• Employee assistance program (counselng support)
• Learning and development budget
• Cycle to work scheme – discounted bikes & accessories
• Tech scheme – discounted technology, home, cycling products
• Paid volunteer days
• Discounted gym memberships across the UK

Diversity