Senior Service Designer

Future Mind a Solita Company; Polska; Hybrid; PLN 120,000 - 210,000; Full time

Benefits offered by this job

Flexible hours

Remote options

Private health insurance

Job summary

Future Mind is seeking an experienced Service Designer to join our Warsaw-based team. You will work directly with clients to understand complex business and customer challenges and shape service strategies and experiences.

You'll design future-state services, conduct discovery, create journey maps and blueprints, and facilitate workshops with senior stakeholders. We offer mentorship, flexible hours, remote options and strong professional development opportunities.

Qualifications

• 5+ years of professional experience in Service Design, Digital Strategy, Customer Experience, UX Research, UX Design, Business Consulting or Technology Consulting.
• Proven experience working on strategic projects, discovery initiatives and complex business challenges.
• Strong experience in preparing and facilitating workshops with senior stakeholders and C-level executives.
• Ability to think strategically and connect customer, business, organisational and technology perspectives.
• Practical experience creating service blueprints, journey maps, process models and other service visualisations.
• Strong analytical skills and the ability to synthesize complex information into clear insights and recommendations.
• Excellent communication, presentation and storytelling skills.
• Ability to work independently while collaborating with multidisciplinary teams.

Responsibilities

• Work directly with clients to understand, clarify and address complex business and customer challenges.
• Lead digital transformation and strategic projects with focus on Service Design and customer experience.
• Conduct discovery through stakeholder interviews, contextual inquiry, observation and workshops.
• Create service blueprints, journey maps, ecosystem maps and process models.
• Translate research and business insights into strategic recommendations and opportunities.
• Design and facilitate workshops with senior leadership and executives.
• Support clients in testing and implementing new ways of working and ensure solutions work in practice.

Skills

Service Design

Digital Strategy

Customer Experience

UX Research

UX Design

Business Consulting

Technology Consulting

English Proficiency

Tools

Figma/FigJam

Miro

Jira

Confluence

Job description

Future Mind is a brilliant, inspiring team and one of the most awarded tech consulting companies in the region. We value proactive professionals who enjoy solving complex problems, sharing knowledge and working collaboratively. Together, we create high-quality solutions that address our clients’ business needs and have a real impact on the lives of their customers.

We believe in continuous professional development and actively support our people through experienced mentors, team leaders and a well-structured professional development path. We share knowledge, discuss business and technology challenges, and learn from one another. When you want to take an external course, attend a conference or join a meetup, we provide financial support to help you grow.

Our expert engineers, designers, project managers, analysts and strategists work on a wide range of projects — from digital products used by millions of customers to complex digital transformation and innovation initiatives.

If you have experience in developing successful strategies, designing services and solving complex business challenges, and you are ready to join a team of more than 160 engineers and consultants working in autonomous project teams, we would love to hear from you.

This job is all about:

• Working directly with clients to understand, clarify and address complex business and customer experience challenges.
• Working on digital transformation and strategic projects, with a particular focus on Service Design, customer experience, service ecosystems and future-state solutions.
• Conducting discovery through stakeholder interviews, contextual inquiry, observation, workshops and other research and service design methods.
• Understanding how services work across customers, employees, processes, channels, technology and organisational structures.
• Creating service blueprints, customer journey maps, ecosystem maps and process models to visualise current-state services and identify opportunities for improvement.
• Bringing together research findings, business information, operational data and stakeholder perspectives, and translating these insights into strategic recommendations, opportunity areas and actionable directions for future service development.
• Designing future-state services and experiences through concepts, scenarios, prototypes and other tangible artefacts.
• Designing and facilitating workshops that bring together different groups of stakeholders, including senior leadership and C-level executives.
• Supporting clients in testing and implementing new ways of working and ensuring that designed solutions work in practice.
• Working closely with researchers, business analysts and designers to translate business and customer needs into meaningful solutions and support the implementation of strategic and service design recommendations that create value in practice.
• Building trusted, long-term relationships with clients and supporting them throughout the transformation process.

Here's what we're looking for:

• At least 5 years of professional experience in Service Design, Digital Strategy, Customer Experience, UX Research, UX Design, Business Consulting or Technology Consulting.
• Proven experience working on strategic projects, discovery initiatives and complex business challenges.
• Strong experience in preparing and facilitating workshops, including working with senior stakeholders and C-level executives.
• The ability to think strategically and connect customer, business, organisational and technology perspectives.
• Practical experience creating service blueprints, journey maps, process models and other service visualisations.
• Strong analytical skills and the ability to synthesise complex and sometimes conflicting information into clear insights and recommendations.
• Excellent communication, presentation and storytelling skills.
• The ability to work independently while collaborating effectively with multidisciplinary teams.
• Ease in working with business, design and technology stakeholders.
• Practical knowledge of Figma/FigJam, Miro, Jira and Confluence.
• Excellent command of spoken and written English.
• A genuine interest in digital products, services, customer behaviour, emerging technologies and the way they shape customer and business experiences.

And here's what we offer:

• A non-corporate, transparent work environment where everyone has a voice and the opportunity to make a real impact.
• Frequently reviewed compensation, aligned with market rates, your developing skills and the results you achieve.
• The possibility to significantly influence your projects — your ideas and input have real value.
• Continuous professional development and the opportunity to work with new technologies and methodologies — we all keep learning.
• Active support from experienced mentors and team leaders, along a well-structured professional development path.
• Regular team meetings focused on knowledge sharing, interesting case studies and challenges we encounter in our projects.
• Financial support for professional development, including courses, conferences, training and meetups.
• Work-life balance and integration, with genuinely flexible working hours.
• The ability to work fully or partially remotely, or from one of our offices whenever you like.
• Fully paid private health insurance, subsidised sports membership and language courses.
• Free breakfast, snacks and drinks at our Warsaw office, together with a chill-out space and facilities where you can relax and recharge.
• A laptop with the operating system of your choice (Mac/PC/Linux) and an additional monitor.