Service Designer

Pontoon; Scotland; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A major financial services organization is seeking a Senior Service Designer to lead the creation of user-centered digital experiences. The candidate will work within agile teams, participate in workshops, and collaborate with diverse stakeholders. Responsibilities include mapping user journeys, leading design decisions, and mentoring others. This role is well-suited for a proactive professional passionate about enhancing design maturity in a transformative environment. A competitive day rate and hybrid working model are offered.

Qualifications

• Proven experience as a Service Designer, ideally in a digital transformation context.
• Strong relationship-building skills and ability to work with senior stakeholders.
• Experience applying research methods to inform design decisions.

Responsibilities

• Lead the creation of seamless digital experiences across various initiatives.
• Work effectively within agile teams to define scope and visualize outcomes.
• Facilitate workshops and discussions to ensure clarity and direction.

Skills

User-centred design

Journey mapping

Service blueprinting

Design thinking

Stakeholder management

Coaching and mentoring

Job description

Job Title: Service Designer

Location: Edinburgh
Pay Rate: 600 - 700 per day via Umbrella
Contract Length: 6 months (potential extension)
Hybrid Working: On-site twice per week (Wednesday & Thursday)

About the Organisation

Our client is a large, customer-focused financial services organisation undergoing a significant digital transformation. With millions of customers across the UK, they are investing heavily in digital platforms, services, and people to deliver seamless, multi-channel experiences that meet the needs of modern customers.

Who We're Looking For

We're seeking an experienced Senior Service Designer to lead the creation of seamless digital experiences, champion user-centred design, and help advance service design practices across the organisation.

About the Role

As a Lead Service Designer, you'll work within a multidisciplinary team of designers, researchers, and strategists across a wide range of initiatives.

You’ll be confident across all aspects of service design, including:

• Needs definition
• Journey mapping
• Service blueprinting
• Storytelling
• Facilitating workshops
• Applying design thinking methods
• Using evidence and insight to influence stakeholders

You’ll be passionate about your craft and enjoy developing others-whether that’s advocating for service design within product teams, shaping new ways of working, or helping evolve design maturity across the organisation.

You’ll Also Be Responsible For

• Working effectively within agile teams to uncover priorities, visualise outcomes, and define scope
• Facilitating workshops and discussions to ensure business context, risks, and needs are well understood
• Communicating clearly with stakeholders to manage expectations and incorporate multiple perspectives
• Researching and documenting current-state services and articulating future-state experiences
• Leading others to make strong design decisions and champion the user perspective
• Coaching and mentoring colleagues to support their development
• Collaborating closely with designers, product owners, and engineers
• Contributing to the wider design community by sharing knowledge and embedding design principles

Skills & Experience Required

• A proactive, driven mindset with a focus on continuous improvement
• Strong relationship-building skills and the ability to work credibly with senior stakeholders
• Confidence to challenge constructively where appropriate
• Calm, resilient approach under pressure with strong risk awareness
• Innovative problem-solving skills and the ability to bring others on the journey

You’ll also have

• Excellent communication skills across technical and non-technical audiences
• Experience applying research methods to inform design decisions
• Strong expertise in design thinking and confident facilitation skills

If you’re excited by this role but don't meet every requirement, we encourage you to apply—we'd love to hear from you.

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