Senior Service Designer

Cpl Group; Leinster; Remote; EUR 111,000 - 166,000; Full time

Benefits offered by this job

Remote work (Ireland)

Job summary

CPL Group is seeking a Senior Service Designer for a 6-month contract, with strong potential for extension or permanent conversion. This Ireland-based remote role focuses on shaping end-to-end customer journeys, products, platforms, and processes across a global digital portfolio.

You will partner with senior stakeholders, product leaders, design teams, and engineering to uncover systemic challenges and deliver value through service design thinking and AI-enabled research synthesis.

Qualifications

• 8+ years in Service Design or related fields.
• Strong portfolio across complex environments.
• Proven ability to influence senior stakeholders.

Responsibilities

• Lead end-to-end service design across multiple products and touchpoints.
• Facilitate discovery to identify needs, pain points, and opportunities.
• Create service blueprints, journey maps, and ecosystem maps.
• Shape problem statements and project direction from early stages.
• Collaborate with product, UX, engineering, and business teams.
• Run workshops and co-creation sessions with senior stakeholders.
• Apply systems thinking to organizational and customer challenges.
• Identify opportunities to improve adoption, engagement and growth.
• Leverage AI tools to accelerate research synthesis and insights.
• Develop evidence-based recommendations to demonstrate value.

Skills

Service Design

UX Strategy

Stakeholder management

Facilitation

Systems thinking

Design thinking

Figma

Miro

Workshop facilitation

Tools

Figma

Miro

Job description

6-Month Daily Rate Contract | Strong Potential for Extension/Permanent Conversion

Location: Remote (Ireland-Based)

The Opportunity

Our client, a leading global technology organisation, is expanding its design capability and investing heavily in creating more connected, customer-centric digital experiences across a complex product portfolio.

As part of this transformation, they are building a high-impact design team focused on solving cross-functional challenges, improving end-to-end customer journeys, and embedding strategic design thinking across the business.

They are now seeking an experienced Senior Service Designer to join on an initial 6-month contract, with strong potential to convert into a permanent role for the right candidate.

The Role

This is a highly visible position for a Service Designer who thrives in complex environments and enjoys shaping experiences beyond individual products or touchpoints.

You'll be responsible for bringing an end-to-end perspective across customer journeys, products, platforms, and business processes, identifying opportunities to improve how customers discover, adopt, use, and gain value from digital products and services.

Working across multiple initiatives, you'll partner with senior stakeholders, product leaders, design teams, and engineering functions to uncover systemic challenges and design solutions that create meaningful business and customer impact.

Key Responsibilities

• Lead end-to-end service design initiatives across multiple products, platforms, and customer touchpoints
• Facilitate discovery activities to identify customer needs, pain points, and service opportunities
• Create service blueprints, ecosystem maps, customer journey maps, and future-state experience models
• Influence strategic decision-making by helping shape problem statements and project direction from the earliest stages
• Work closely with product, UX, engineering, and business stakeholders to drive alignment and customer-focused outcomes
• Facilitate workshops, design sprints, and co-creation sessions with senior stakeholders
• Apply systems-thinking principles to complex organisational and customer experience challenges
• Identify opportunities where improved service design can support product adoption, customer engagement, and business growth
• Leverage AI-powered tools and methodologies to accelerate research synthesis, insight generation, and opportunity identification
• Develop compelling case studies and evidence-based recommendations that demonstrate the value of design-led thinking

Required Experience

• 8+ years of experience in Service Design, Customer Experience Design, UX Strategy, or a related discipline
• Strong portfolio demonstrating strategic service design work across complex environments
• Proven ability to influence senior stakeholders and drive organisational alignment
• Experience designing across multiple products, customer journeys, and operational processes
• Strong workshop facilitation and stakeholder management skills
• Excellent systems-thinking and problem-framing capabilities
• Experience delivering service blueprints, journey maps, ecosystem maps, and service transformation initiatives
• Comfortable challenging assumptions and influencing decision-making at leadership level
• Active experience using AI tools within design, research, or service design workflows
• Strong proficiency in Figma, Miro, and related design collaboration tools

Ideal Candidate

The successful candidate will:

• Take a holistic view of customer experiences and business processes
• Be comfortable operating in ambiguity and influencing without direct authority
• Combine strategic thinking with practical delivery experience
• Have excellent communication and facilitation skills
• Be passionate about customer-centric design and organisational transformation
• Demonstrate a commercial mindset, balancing customer needs with business outcomes
• Bring energy, curiosity, and a collaborative approach to cross-functional teams

What's On Offer

• Initial 6-month contract
• Strong likelihood of extension and/or permanent conversion
• Remote working arrangement
• Opportunity to influence enterprise-scale digital experiences
• Exposure to senior leadership and strategic transformation initiatives
• Work within a modern, design-led environment embracing AI and innovation
• Competitive daily rate