Service Designer

Norton Blake; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading service design firm in Greater London is seeking a Senior Service Designer to transform audit processes through user-led designs and workshops. The ideal candidate should have extensive experience in service design, process reengineering, and stakeholder management, ensuring alignment between strategic goals and user needs. This mid-senior level position promises a collaborative environment with opportunities to drive cultural change and long-term improvements.

Qualifications

• Proven experience in complex large-scale service design and transformation.
• Ability to make processes leaner and digitize workflows.
• Engage SLT, manage competing priorities, and align strategies.

Responsibilities

• Move from discovery to ideation and future-state mapping.
• Conduct user interviews and workshops.
• Develop user-led blueprint for future state.

Skills

Service Design Expertise

Process Reengineering

Stakeholder Management

Facilitation

Tools & Methods knowledge

Job description

Role Overview

• Position: Senior Service Designer
• Objective: Move from discovery to ideation and future-state mapping, integrating people, process, and technology for a seamless audit experience.

Key Responsibilities

Discovery & Analysis

• Conducted 60 user interviews and 15 colleague-led workshops.
• Mapped end-to-end audit processes, identified 200 pain points, and captured 130 ideas (including duplicates).
• Established baseline of current state: highly offline, manual processes, minimal digitization.
• Evidence shows majority of work is offline; Appian tool used as a filing cabinet rather than workflow system.

Strategic Design

• Develop user-led blueprint for future state.
• Create high-level process flows and supporting dashboards for board-level reporting.
• Identify 8 systemic root causes and prioritize 5 strategic priorities for transformation.
• Sequence an E2E roadmap for 2-3 years, balancing quick wins with long-term impact.

Collaboration & Leadership

• Work closely with SLT sponsors, 5 PMs, and UX designers (one per priority).
• Orchestrate ideation and co-design solutions with cross-functional teams.
• Drive cultural and behavioral change through workshops and engagement.

Delivery Planning

• Prioritize backlog of 130 ideas based on impact, not just speed.
• Define annual cycle and resource mix for next year by May.
• Lock down roadmap and strategy by May for implementation.

Skills & Experience Required

• Service Design Expertise: Proven experience in complex large-scale service design and transformation.
• Process Reengineering: Ability to make processes leaner and digitize workflows.
• Stakeholder Management: Engage SLT, manage competing priorities, and align top-down strategy with bottom-up demand.
• Facilitation: Lead workshops, capture insights, and translate into actionable roadmaps.
• Tools & Methods: Familiarity with BPM, integration services, and audit domain experience preferred.

Deliverables

• Future-State Blueprint: User-led, sequenced roadmap for 2-3 years.
• Quick Wins: Pragmatic improvements to existing Appian tool.

Seniority Level

Mid-Senior level