CX / Service Designer

We’re looking for an experienced Service Designer / CX Designer to join our team and help shape better end-to-end customer and service experiences. In this role, you’ll analyze how services work today across people, processes, systems, and touchpoints, identify opportunities for improvement, and design how they should work in the future. You’ll work closely with clients, users, and cross-functional teams to understand customer needs, business objectives, operational realities, and pain points. You’ll map current experiences, facilitate workshops, uncover opportunities, and design future-state journeys and service models across both digital and physical channels. This is a relatively senior, hands-on role for someone who can move confidently between customer experience, service design, research, workshop facilitation, and business process thinking, turning complex challenges into clear and actionable solutions. What You'll Do ❏ Conduct research and stakeholder interviews to understand customer needs, behaviours, business objectives, and operational challenges ❏ Analyze existing services and business processes to identify friction, inefficiencies, gaps, and opportunities for improvement ❏ Map end-to-end customer journeys across digital and physical channels ❏ Identify customer needs, pain points, moments that matter, and opportunities to improve the overall experience ❏ Create customer journey maps, empathy maps, experience maps, and service blueprints to visualize and communicate findings ❏ Map current-state (as-is) experiences, services, and processes to understand how they operate today ❏ Design future-state (to-be) journeys and service experiences that address customer and business needs ❏ Develop service blueprints connecting frontstage customer interactions with backstage processes, people, systems, and dependencies ❏ Plan, structure, and facilitate client and stakeholder workshops, including discovery, journey mapping, co-creation, ideation, prioritization, and future-state design sessions ❏ Lead workshop discussions, manage different stakeholder perspectives, and turn workshop outputs into clear insights, decisions, and next steps ❏ Translate complex business and operational workflows into clear visual process maps and service models ❏ Collaborate with UX designers, researchers, business analysts, product teams, and other specialists to translate service concepts into deliverable experiences ❏ Validate proposed journeys and service concepts with users and stakeholders where required ❏ Define clear recommendations and opportunities that can guide subsequent product, UX, operational, or technology decisions ❏ Document and present research, journeys, processes, service concepts, and recommendations clearly to senior stakeholders and clients

Conduct research and stakeholder interviews to understand customer needs, behaviours, business objectives, and operational challenges; Analyze existing services and business processes to identify friction, inefficiencies, gaps, and opportunities for improvement; Map end-to-end customer journeys across digital and physical channels; Identify customer needs, pain points, moments that matter, and opportunities to improve the overall experience; Create customer journey maps, empathy maps, experience maps, and service blueprints to visualize and communicate findings; Map current-state (as-is) experiences, services, and processes to understand how they operate today; Design future-state (to-be) journeys and service experiences that address customer and business needs; Develop service blueprints connecting frontstage customer interactions with backstage processes, people, systems, and dependencies; Plan, structure, and facilitate client and stakeholder workshops, including discovery, journey mapping, co-creation, ideation, prioritization, and future-state design sessions; Lead workshop discussions, manage different stakeholder perspectives, and turn workshop outputs into clear insights, decisions, and next steps; Translate complex business and operational workflows into clear visual process maps and service models; Collaborate with UX designers, researchers, business analysts, product teams, and other specialists to translate service concepts into deliverable experiences; Validate proposed journeys and service concepts with users and stakeholders where required; Define clear recommendations and opportunities that can guide subsequent product, UX, operational, or technology decisions; Document and present research, journeys, processes, service concepts, and recommendations clearly to senior stakeholders and clients.