Service Designer

Pontoon; Ringway; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Pontoon is seeking a Service Designer in Manchester for a 6-month contract, with hybrid work (2 days on-site). You will shape and deliver end-to-end service improvements across key customer journeys, including complaints and bereavement journeys, blending digital, automation, and human touchpoints.

From problem definition through to delivery, you will work with cross-functional teams to ensure measurable business outcomes and a strong customer focus.

Qualifications

• Proven experience as a Service Designer within complex transformation environments.
• Strong end-to-end service design methodologies and artefacts (journey maps, blueprints).
• Experience taking services from discovery through adoption and into delivery.
• Excellent workshop facilitation and stakeholder engagement skills.

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 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.

Skills

Service design

Stakeholder engagement

Workshop facilitation

Journey mapping

Job description

Service Designer

Location: Manchester

Working Pattern: Hybrid, 2 days per week onsite

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 delivering customer service transformation initiatives.
• 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.