At a Glance
- Tasks: Lead innovative service design projects that enhance customer experiences and interactions.
- Company: Join a dynamic consultancy focused on impactful customer service transformations.
- Benefits: Hybrid working, competitive pay, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on inclusivity and diverse perspectives.
- Why this job: Make a real difference in customer journeys during crucial moments.
- Qualifications: Experience in service design and strong problem-solving skills required.
The predicted salary is between 45000 - 55000 £ per year.
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.
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.
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.
Service Designer in Manchester employer: Pontoon
Pontoon is an excellent employer, offering a dynamic work culture that fosters creativity and collaboration in the heart of London. With flexible working arrangements and a strong emphasis on professional development, employees are empowered to grow their skills while contributing to innovative AI-driven solutions in the banking sector. Join us to be part of a team that values your input and encourages meaningful contributions to customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Service Designer in Manchester
✨Get Your Work Out There
As a temporary UX/UI designer, it’s crucial to have a solid portfolio that showcases your best projects. Share your designs on platforms like Behance or Dribbble, and don't shy away from seeking feedback in design communities. The more visible you are, the better your chances of snagging that next gig!
✨Join Design Meet-ups
Networking in the UX/UI design field can be a game changer. Attend local design meet-ups or workshops to connect with other designers and potential employers. These casual settings often lead to freelance or temporary job opportunities that are not advertised widely. Plus, it’s a great way to share ideas and get inspired!
✨Flexible Platforms for Temporary Roles
Use job platforms that focus on temporary roles, like Creative Circle or Similar. These sites often have listings specifically for short-term design projects, making it easier for you to find quick gigs. Make sure your profiles on these platforms are up to date and highlight your availability!
✨Slide into Direct Applications
When you see a company like Pontoon is looking for a Service Designer, don’t just rely on job boards. Check out their careers page and apply directly! Companies often prefer candidates who show initiative and genuine interest in their work, plus you might find opportunities that haven't been widely advertised yet.
We think you need these skills to ace Service Designer in Manchester
Some tips for your application 🫡
Show off your portfolio:Since you're diving into UX/UI design, make sure your portfolio is front and centre. We want to see your design process, not just the final products. Share case studies that explain your thought process, the problems you solved, and how you approached user research!
Tailor your CV for the design world:In UX/UI design, your CV should reflect your creative side! Highlight relevant design skills, software you’re proficient in (like Sketch or Figma), and any user experience methodologies you’ve employed. Keep it sleek and visually appealing—after all, we’re in design!
Emphasise your adaptability:Because this is a temporary role with Pontoon, we want to see that you can hit the ground running. In your cover letter, mention examples of how you’ve adapted to tight deadlines or changing project scopes in the past. Showcase that flexibility and eagerness to learn!
Highlight collaboration experience:UX/UI design is all about teamwork. When you’re applying, mention any experiences where you’ve worked closely with developers, product managers, or other designers. Let Pontoon know how you can effectively communicate and collaborate to create fantastic user experiences.
How to prepare for a job interview at Pontoon
✨Show Off Your Portfolio
When interviewing for a temporary UX/UI design role at Pontoon, your portfolio is your best friend. Bring along a digital copy and be ready to discuss your design process, the challenges you faced in your past projects, and how you solved them. This is a great opportunity to showcase your adaptability and how quickly you can deliver results.
✨Know Your Tools Inside Out
In the world of UX/UI design, familiarity with tools like Sketch, Figma, or Adobe XD is crucial. Make sure you can comfortably talk about projects you’ve completed with these tools and any unique features you’ve leveraged. The interviewer might throw in some technical questions about these tools, so be prepared!
✨Understand the Company’s Design Voice
For a temporary gig at Pontoon, it's key to understand their brand and design ethos. Dive into their past projects or any current designs they may have on their website. Showing that you’re aligned with their visual style and user experience approach will help you stand out during the interview.
✨Flexibility is Key
As it’s a temporary position, highlight your ability to adapt and learn quickly. Discuss previous experiences where you’ve had to pivot your design approach or work under tight deadlines. Employers like Pontoon will appreciate someone who can hit the ground running and be a quick study.
