Service Designer / UX Designer

Key Responsibilities

Design end‑to‑end service journeys, including frontstage and backstage experiences
Create service design artefacts such as journey maps, service blueprints, ecosystems maps, personas, and value propositions
Identify pain points and opportunities across the full customer lifecycle
Ensure experiences are consistent across channels (digital, physical, human)

Design user flows, information architecture, wireframes, and prototypes
Translate research insights into clear UX concepts and interaction design
Collaborate with UI designers, product managers, and engineers to deliver high‑quality solutions
Support design execution through handover, QA, and iteration

Plan and conduct qualitative and quantitative user research (e.g. interviews, usability testing, contextual inquiry)
Synthesize research findings into actionable insights and design principles
Validate concepts through testing and continuous feedback

Facilitate co‑creation workshops, design sprints, and alignment sessions
Communicate design rationale clearly to both technical and non‑technical stakeholders
Balance user needs, business objectives, and technical feasibility
Influence decision‑making through storytelling and visualisation

Contribute to and evolve design systems, design guidelines, and service principles
Advocate for human‑centred and inclusive design
Stay up to date with service design and UX trends, tools, and methodologies

7+ years of experience in Service Design, UX Design, or related roles
Strong understanding of human‑centred design and design thinking methodologies
Experience designing complex services, platforms, or multi‑touchpoint experiences
Proficiency with design and prototyping tools (e.g. Figma, FigJam, Miro, Sketch, Adobe)
Solid experience in user research and usability testing
Ability to work from ambiguity and structure complex problems
Strong communication, facilitation, and storytelling skills