Senior Service Designer (CX)

About the role

We are seeking an experienced Service Designer / CX Designer to shape end‑to‑end customer and service experiences for our clients. You will analyse current services, identify improvement opportunities and design future‑state journeys across digital and physical channels.

Key responsibilities

• Conduct research and stakeholder interviews to uncover customer needs, behaviours and operational challenges.
• Map current‑state and future‑state end‑to‑end customer journeys, experience maps and service blueprints.
• Facilitate discovery, co‑creation and ideation workshops with clients and senior stakeholders.
• Translate complex processes into clear visual models and recommend actionable improvements.
• Collaborate with UX designers, product teams and analysts to turn service concepts into deliverable experiences.

Required profile

• Minimum 8 years of hands‑on experience in Service Design or Customer Experience.
• Proven ability to map complex journeys across digital and physical touchpoints.
• Strong workshop facilitation skills with senior‑level stakeholders.
• Excellent analytical, problem‑solving and communication abilities.

Required skills

• Proficiency with Figma, FigJam, Miro or Lucidchart for visualisation.
• Experience using AI‑powered tools to accelerate research synthesis and design activities.