Service Experience Designer

North Highland; City Of London; Hybrid; GBP 83,000 - 120,000; Full time

Job summary

North Highland, a leading change and transformation consultancy, is seeking a Service/Experience Designer in London to turn strategy into measurable value within a hybrid, 3–6 month engagement. The role involves translating transformation objectives into user-centred experiences for employees and customers.

You will lead or contribute to end-to-end service design activities, conduct discovery sessions, facilitate workshops with senior stakeholders, and produce artefacts that enable delivery

Qualifications

• Proven experience in service or experience design, ideally in large organisations or consultancy.
• Demonstrated ability to drive enterprise transformation initiatives.
• Strong facilitation and stakeholder communication skills.
• Ability to work independently within a managed-service or SOW delivery model.

Responsibilities

• Lead or contribute to end-to-end service design activities (discovery, journey mapping, service blueprinting, prototyping).
• Conduct research and discovery sessions to understand stakeholder needs and user pain points.
• Facilitate workshops with senior stakeholders to align on design direction and goals.
• Create clear design artefacts and documentation for delivery teams.

Skills

Service design

Workshop facilitation

Stakeholder management

Documentation

Job description

MAKE STRATEGY A REALITY | ACCELERATE YOUR GROWTH | CHOOSE YOUR PATH

As the world's leading change and transformation consultancy, we're helping businesses move from strategy to reality by taking a pragmatic and practical approach to build solutions that last. We're seeking a Service Experience Designer in London to help us take vision to value and create lasting impact. We are looking for varying degrees of experience and seniority for multiple roles based in London, on a hybrid basis for min 3-6 months, day rate inside IR35 via umbrella.

SUMMARY

As a Service/Experience Designer, you will play a pivotal role in supporting this Telecoms business transformation initiatives. Working within our managed service delivery model, you will translate complex transformation objectives into seamless, user-centred experiences for both employees and customers. Your work will directly impact how organisations navigate change, ensuring that every touchpoint is thoughtfully designed and delivers measurable value to the business.

YOU WILL:

• Lead or contribute to end-to-end service design activities, including discovery, journey mapping, service blueprinting, and prototyping
• Conduct research and discovery sessions to understand stakeholder needs and user pain points
• Facilitate workshops with senior stakeholders to align on design direction and transformation goals
• Create clear, compelling design artefacts and documentation that enable delivery teams to execute effectively
• Work collaboratively with British Telecom stakeholders on a day-to-day basis to understand requirements and manage expectations
• Identify risks, blockers, and opportunities, communicating these clearly to project leadership
• Contribute to a supportive pod environment, whether mentoring junior team members or learning from experienced designers
• Maintain quality and delivery standards in line with service design best practices

IDEALLY, WE'D LIKE:

• Proven experience in service or experience design, either in-house within large organisations or within a consultancy environment
• Demonstrated track record working on enterprise transformation initiatives, particularly within complex B2B or B2C environments such as telecommunications
• Strong facilitation skills and confidence running workshops with senior-level stakeholders
• Excellent documentation and stakeholder communication abilities
• Ability to work independently and take ownership within a defined managed-service or statement-of-work delivery structure

Applicants must be authorized to work in the United Kingdom, without the need for visa sponsorship by North Highland. Work visa sponsorship will not be provided, either now or in the future, for this position. This is a temporary employee inside IR35 (PAYE) opportunity working via an Umbrella company.

North Highland is an equal opportunity employer, and we adhere to all applicable laws and regulations to ensure a fair and equitable workplace. All qualified applicants will receive fair and impartial consideration without regard to race, color, sex, gender identity, religion, national origin, age, sexual orientation, disability, veteran status, or any other characteristic protected by law. We handle all information in accordance local privacy standards and maintain strict confidentiality.