Senior Service Designer – Digital Transformation & Experience
* Location: Hybrid (London or Glasgow)
* Newly created role
* Make your mark on meaningful digital change
About the Role
We’re hiring a Senior Service Designer to lead on meaningful, complex transformation projects in a large, global professional services organisation. Sitting within a dynamic internal digital experience team, this role will have you working on initiatives that span business service transformation, digital culture enablement, GenAI trials, internal platform redesigns and more.
You'll work across a wide range of strategic initiatives, from shaping AI roadmaps to running discovery sprints, from end-to-end service reviews to digital literacy programs. You’ll be hands-on, leading user research, prototyping, and facilitating impactful workshops, while also influencing at a senior level. You'll help embed design deeply into the way the business thinks, plans, and delivers.
It’s a rare opportunity to shape from within, in a company that’s building its design maturity and has strong appetite for innovation. You’ll be working with brilliant, values-led professionals, solving genuinely juicy problems and helping an entire industry evolve.
What You’ll Be Doing
* Lead discovery and research for major strategic initiatives across digital and data culture, AI, internal tooling, and client-facing service redesigns
* Work independently or alongside review boards to shape, test and refine ideas into tangible service solutions
* Bring the user voice into everything – influencing roadmaps, strategies and investment decisions
* Prototype and experiment – creating low-to-high fidelity concepts, validating assumptions and iterating rapidly
* Support implementation – working closely with change managers and product owners to bring services to life
* Co-create within multi-disciplinary teams – including transformation specialists, data leads, digital enablement and change
* Champion service design as a craft and mindset across the organisation, including training and coaching others
* Collaborate with internal and external consultants on high-profile programmes across AI and service innovation
What You’ll Bring
* 5–8 years of experience in service design, UX or user research roles (agency or in-house) current role and majority of experience must be in service design
* Proven track record designing end-to-end services in complex, often ambiguous environments
* Experience from professional services or In-house with a B2B focus
* Strong experience in B2B or professional services settings, or the ability to translate those challenges from other sectors
* Experience working on digital transformation and/or GenAI-related initiatives
* Confidence running workshops and co-design sessions with senior stakeholders
* Gravitas and clarity in presenting recommendations that inform strategy, investment and direction
* Empathy, curiosity, and emotional intelligence – the ability to gain trust and get buy-in quickly
* A clear, thoughtful portfolio that demonstrates how you work, think and create impact
Nice to have:
* Experience building or embedding service design functions
* Exposure to transformation, data literacy or internal operations redesign
* Background in consulting with a strong narrative for moving in-house
* Experience supporting cultural or mindset shifts in digital maturity
Why Join?
This client offers the best of both worlds - global scale with the feel of an agile innovation team. Here’s a snapshot of what’s on offer:
* Career growth: Global secondments, paid study support, and award-winning L&D
* Flexibility: Hybrid working, additional leave purchase, and varied work options
* Wellbeing: Private healthcare, mental health support, discounted gyms, wellbeing apps
* Family-first: Inclusive parental leave, fertility support, and care-related leave
Ready to shape what’s next? Apply now to make your mark on meaningful digital change.