Service Designer

Pontoon Solutions; Manchester; On-site; GBP 45,000 - 65,000; Full time

Job summary

Pontoon Solutions is recruiting an experienced Service Designer to join a major transformation programme in the UK. You will shape and deliver end-to-end service improvements across critical customer interactions, including complaints and bereavement journeys, blending digital, automation, and human touchpoints from problem definition to delivery.

You will run workshops, map journeys and blueprints, gather insights, and work with product, delivery and customer service teams to drive measurable

Qualifications

• Experience in service design within complex transformation environments.
• Strong end-to-end service design methodologies and practices.
• Experience taking services from definition through execution and adoption.
• Excellent workshop facilitation and stakeholder engagement.
• Strong ability to create service blueprints and journey maps.
• Ability to articulate measurable impact and outcomes.
• Comfort challenging assumptions and influencing stakeholders at all levels.

Responsibilities

• Lead end-to-end Service Design activities from discovery through to implementation.
• Define and solve complex service challenges across customer-facing and operational processes.
• Design future-state services that integrate digital, automated, and human touchpoints.
• Map customer journeys, service blueprints, ecosystems, and operational processes.
• Facilitate workshops and design-thinking sessions with cross-functional stakeholders.
• Gather insights from users, colleagues, and stakeholders to shape service improvements.
• Translate research and business requirements into practical, user-centred solutions.
• Measure and demonstrate the impact of service design interventions.
• Work closely with Product, Operations, Delivery, Technology, and Customer Service teams to drive successful outcomes.

Job description

Contract: Initial 6-month contract with potential extension

The Opportunity

We're looking for an experienced Service Designer to join a major transformation programme focused on improving some of the most important customer journeys within a large-scale organisation. Working across customer services, you'll be responsible for shaping and delivering end-to-end service improvements across key customer interactions, including complaints and bereavement journeys. This is an opportunity to work on services that have a genuine impact on customers, designing experiences that seamlessly combine digital capabilities, automation, and human interaction. You'll play a key role from problem definition through to delivery, ensuring services are designed around customer needs while delivering measurable outcomes for the business.

What You’ll Be Doing

• Lead end-to-end Service Design activities from discovery through to implementation.
• Define and solve complex service challenges across customer-facing and operational processes.
• Design future-state services that integrate digital, automated, and human touchpoints.
• Map customer journeys, service blueprints, ecosystems, and operational processes.
• Facilitate workshops and design-thinking sessions with cross-functional stakeholders.
• Gather insights from users, colleagues, and stakeholders to shape service improvements.
• Translate research and business requirements into practical, user-centred solutions.
• Measure and demonstrate the impact of service design interventions.
• Work closely with Product, Operations, Delivery, Technology, and Customer Service teams to drive successful outcomes.

What We’re Looking For

• Proven experience working as a Service Designer within complex transformation environments.
• Strong understanding of end-to-end Service Design methodologies and best practices.
• Experience taking services from problem definition through to execution and adoption.
• Excellent workshop facilitation, stakeholder engagement, and design-thinking skills.
• Strong experience creating service blueprints, journey maps, and other Service Design artefacts.
• Ability to articulate the measurable impact of your work and the outcomes you have delivered.
• Comfortable challenging assumptions and influencing stakeholders at all levels.
• Consulting experience is welcomed.

Ideal Background

• A dedicated Service Design background
• Experience working across both digital and human service interactions.

Why Apply?

This role offers the chance to work on high-profile customer experience initiatives that directly affect customers during some of the most important moments in their journey. You will be joining a team that values strong Service Design capability, creative problem solving, and evidence-based decision making.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.