At a Glance
- Tasks: Lead innovative service design projects that enhance customer experiences and interactions.
- Company: Join a dynamic team focused on transforming customer journeys in a large-scale organisation.
- Benefits: Hybrid working, competitive pay, and opportunities for professional growth.
- Other info: Inclusive workplace valuing diverse backgrounds and perspectives.
- Why this job: Make a real difference in customer experiences during crucial moments in their journey.
- Qualifications: Experience in service design and strong problem-solving skills required.
Location: Manchester
Working Pattern: Hybrid, 2 days per week onsite
Contract: Initial 6-month contract with potential extension
The Opportunity
We're looking for an experienced Service Designer to join a major transformation programme focused on improving some of the most important customer journeys within a large-scale organisation. Working across customer services, you'll be responsible for shaping and delivering end-to-end service improvements across key customer interactions, including complaints and bereavement journeys. This is an opportunity to work on services that have a genuine impact on customers, designing experiences that seamlessly combine digital capabilities, automation, and human interaction. You'll play a key role from problem definition through to delivery, ensuring services are designed around customer needs while delivering measurable outcomes for the business.
What You’ll Be Doing
- Lead end-to-end Service Design activities from discovery through to implementation.
- Define and solve complex service challenges across customer-facing and operational processes.
- Design future-state services that integrate digital, automated, and human touchpoints.
- Map customer journeys, service blueprints, ecosystems, and operational processes.
- Facilitate workshops and design-thinking sessions with cross-functional stakeholders.
- Gather insights from users, colleagues, and stakeholders to shape service improvements.
- Translate research and business requirements into practical, user-centred solutions.
- Measure and demonstrate the impact of service design interventions.
- Work closely with Product, Operations, Delivery, Technology, and Customer Service teams to drive successful outcomes.
What We’re Looking For
- Proven experience working as a Service Designer within complex transformation environments.
- Strong understanding of end-to-end Service Design methodologies and best practices.
- Experience taking services from problem definition through to execution and adoption.
- Excellent workshop facilitation, stakeholder engagement, and design-thinking skills.
- Strong experience creating service blueprints, journey maps, and other Service Design artefacts.
- Ability to articulate the measurable impact of your work and the outcomes you have delivered.
- Comfortable challenging assumptions and influencing stakeholders at all levels.
- Consulting experience is welcomed.
Ideal Background
- A dedicated Service Design background
- Experience delivering customer service transformation initiatives.
- Experience working across both digital and human service interactions.
Why Apply?
This role offers the chance to work on high-profile customer experience initiatives that directly affect customers during some of the most important moments in their journey. You will be joining a team that values strong Service Design capability, creative problem solving, and evidence-based decision making.
If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Service Designer employer: Pontoon Solutions
Join a forward-thinking company that values data integrity and fosters a collaborative work culture in Edinburgh. With a focus on professional growth, employees are encouraged to enhance their problem-solving skills while contributing to impactful projects that improve supplier data quality. Enjoy the benefits of a hybrid work model, competitive pay, and a commitment to inclusivity, making this an excellent opportunity for those looking to make a meaningful difference in their careers.
