Service Designer

Ubisoft; Newcastle upon Tyne; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A global gaming company in Newcastle upon Tyne seeks a Service Designer to enhance player experience through effective service design. Responsibilities include defining service opportunities, collaborating with teams, and translating concepts into actionable designs. Candidates should have significant experience in service design and strong communication skills. The company offers a hybrid work model with competitive benefits including health insurance and performance bonuses.

Benefits

Personal performance bonus

Private Health Insurance

Life Assurance

Long Term Disability Insurance

Pension

Significant discount on video games

Access to Ubisoft's back catalogue on PC

25 days of holiday

Qualifications

• Experience in service design or experience design.
• Strong skills in process design and documentation.
• Familiarity with ITIL 4 principles.
• Great collaboration and communication skills.
• Ability to balance analytical and creative thinking.

Responsibilities

• Discover new service opportunities based on player demand.
• Create service design concepts showing player value.
• Collaborate with teams to validate service designs.
• Develop detailed processes for service delivery.
• Use service blueprints and value stream mapping.

Skills

Service design

Process design

Collaboration

Analytical thinking

Creative thinking

Tools

BPMN

ITIL 4

Job description

Job Description

As a Service Designer, you’ll help shape how our services come to life — from concept to delivery. You’ll explore the “why” behind player needs and operational challenges, and design end-to-end services that balance player experience, efficiency, and scalability.

Using the ITIL 4 dimensions (Organizations & People, Information & Technology, Partners & Suppliers, and Value Streams & Processes), you’ll craft service concepts that are grounded in reality but driven by player experience. Once approved, you’ll turn those concepts into detailed, operable designs that define the processes, roles, and costs needed to make them real.

If you love solving complex problems, designing services that make sense, and connecting player experience with operational excellence, this is your stage.

Responsibilities

• Discover and define new service opportunities based on player demand, business priorities, and live operational needs.
• Create clear and compelling service design concepts that show how player value will be delivered.
• Collaborate with teams across Live Ops, Technology, and Player Experience to refine and validate service designs.
• Develop detailed processes, roles, and responsibilities that translate design into delivery.
• Use service blueprints, value stream mapping, and ITIL principles to ensure nothing’s missed — from front-end experience to back-end support.
• Draft service agreements that align stakeholders and set clear expectations for delivery and performance.
• Support the transition of new services into live operation and identify opportunities for continuous improvement.

Qualifications

Essential

• Experience in service design, experience design, or a similar role where you’ve shaped how things work end-to-end.
• Strong skills in process design and documentation — you know how to turn a player journey into a service flow that teams can run.
• Familiarity with ITIL 4 and the principles of holistic service design.
• Great collaboration and communication skills — you’re comfortable bringing different disciplines together around a shared vision.
• A balance of analytical and creative thinking — you can zoom out to see the big picture and zoom in to make it operational.

Bonus Points For

• Experience in a live game or player support environment.
• Knowledge of service blueprinting, value stream mapping, or human-centered design.
• A passion for games and an understanding of what great player experience feels like.

Qualifications/Experience

• Customer Interactions work, related experience and exceptional organizational skills. (required)
• Experience of Journey Mapping (desired)
• Experience with BPMN (desired)
• Excellent analytical and reporting skills, rigorous attention to detail
• Excellent communication skills including ability to give clear direct feedback, set clear expectations and connect with people on a personal level

Additional Information

We embrace a hybrid work model helping you stay connected with your team and aligned with business priorities, while giving you the opportunity to maintain your work-life balance. Please note that some roles are fully office-based and are not eligible for hybrid working.

Benefits

With Ubisoft CRC, you will receive a competitive salary along with:

• Personal performance bonus
• Private Health Insurance (including eye care and dental)
• Life Assurance
• Long Term Disability Insurance
• Pension
• Significant discount on the world’s best video games
• Access to Ubisoft's back catalogue on PC
• 25 days of holiday

Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players’ community.

Company Description

Ubisoft is a global leader in gaming with teams across the world creating original and memorable gaming experiences, from Assassin’s Creed, Rainbow Six, to Just Dance and more. We believe diverse perspectives help both players and teams thrive. If you’re passionate about innovation and pushing entertainment boundaries, join our journey and help us create the unknown!