Service Designer - End-to-End CX Transformation

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

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.