Service Experience Designer

Service Design Jobs; Greater London; On-site; GBP 74,000 - 111,000; Full time

Job summary

North Highland is seeking a Service/Experience Designer in London to translate transformation objectives into user-centered experiences for employees and customers. The role sits within a managed-service delivery model and supports enterprise transformation initiatives in a telecoms context.

The successful candidate will lead workshops, collaborate with senior stakeholders, and contribute to a high-performing pod environment, with day-rate contracting inside IR35 via umbrella arrangements.

Qualifications

• Proven service or experience design background in large organisations or consultancy.
• Experience on enterprise transformation initiatives in B2B/B2C environments such as telecommunications.
• Strong facilitation and workshop delivery with senior stakeholders.

Responsibilities

• 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 design artefacts and documentation enabling delivery teams to execute effectively.
• Work with British Telecom stakeholders to understand requirements and manage expectations.
• Identify risks, blockers and opportunities and communicate them to project leadership.
• Contribute to a supportive pod environment, mentoring junior team members or learning from experienced designers.
• Maintain quality and delivery standards in line with service design best practices.

Skills

Service design

Experience design

Facilitation

Stakeholder management

Research

Documentation

Mentoring

Job description

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 ServiceExperience 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.