Service Designer

Service Designer

6 Months - Contract

Warwick (2 days a week on site)

Are you passionate about creating meaningful service experiences? Do you thrive on using human-centred design to improve customer and colleague interactions? Join our client, a leader in the utilities sector, as a Service Designer and help shape the future of service delivery!

About the Role:
As a Service Designer, you will play a pivotal role in understanding customer, colleague, and business needs. Your insights will drive service improvements that balance exceptional customer experiences with operational efficiency. If you're ready to make a real impact, this is the opportunity for you!

Key Responsibilities:

Research & Insight

• Plan and execute qualitative research to capture valuable customer and business insights.
• Conduct engaging stakeholder interviews, workshops, and discovery activities.
• Synthesise research findings to uncover themes, patterns, and unmet needs.
• Build and maintain a central insight repository that promotes evidence-based decision-making.
• Transform research findings into actionable insights and strategic recommendations.

Service Design

• Lead end-to-end service design activities, from discovery to implementation.
• Map current and future-state customer journeys and operational processes.
• Develop service blueprints, ecosystem maps, and innovative service concepts.
• Define user needs and identify key service opportunities for enhancement.

Collaboration & Facilitation

• Facilitate workshops with diverse teams and stakeholders to foster collaboration.
• Work closely with Product Managers, User Researchers, and Operational teams.
• Present research findings and design concepts to stakeholders at all levels.
• Build relationships across the organisation to champion user-centred design practises.

Who You Are:

Essential Skills & Experience:

• Proven experience in Service Design within complex organisations.
• Strong qualitative research and synthesis skills.
• Ability to translate research into clear, actionable insights.
• Excellent workshop facilitation and stakeholder engagement abilities.
• Experience mapping end-to-end customer and operational journeys.
• Proficient in visual communication and storytelling.

Desirable Skills:

• Familiarity with service transformation or organisational change programmes.
• Knowledge of Human-Centred Design and Design Thinking methodologies.
• Experience with Figma and FigJam for service design artefacts.
• Understanding of accessibility and inclusive design principles.

Tools & Platforms You'll Use:

• Figma
• FigJam
• Microsoft 365
• Microsoft Teams
• SharePoint
• Jira (a plus!)

Join Us!
If you're excited to leverage your skills in a dynamic environment that values innovation and collaboration, we'd love to hear from you! Apply now and be part of a team that's dedicated to transforming service delivery in the utilities industry.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.