Service Design Associate Manager

Overview

In this role you will lead the design and improvement of complex end-to-end digital products and services, applying service design, human-centered design and systems thinking. You’ll shape service strategy, turn insights into outcomes, and influence cross-functional teams. You’ll also mentor others and leverage AI-enabled tools to enhance design workflows while upholding quality. This role spans multiple industries and focuses on connecting user needs with business objectives to deliver coherent services.

Pay / Benefits

• 25 days’ annual leave
• private medical insurance
• 3 additional days’ leave per year for charitable work
• hybrid working
• BPSS/background checks required
• on-site collaboration with clients

Responsibilities

• Lead service design across complex digital products, services and programmes from research to delivery
• Create high-quality service design artefacts (journey maps, blueprints, systems maps, personas, frameworks)
• Lead development and testing of service concepts and prototypes to inform decisions
• Facilitate co-design workshops with users and stakeholders and build alignment across teams
• Plan activities, resources and priorities to deliver outcomes on schedule
• Drive service design quality and governance across workstreams

Key requirements

• Deep expertise in service design, systems thinking and human-centered design
• Experience designing complex end-to-end services across multiple touchpoints or organisational boundaries
• Ability to shape product/service vision and future service models
• Proven ability to influence senior stakeholders and lead design workstreams
• Experience mentoring and line-managing designers
• Portfolio demonstrating service design craft and thinking
• Typically 5–8 years of relevant experience
• Experience contributing to client-facing business development is desirable

• Strong facilitation, storytelling and communication skills
• Collaborative leadership and cross-disciplinary collaboration
• Curiosity and willingness to adopt AI-enabled tools while maintaining quality
• Service design methods, journey maps, service blueprints, systems maps, personas
• Prototyping approaches and frameworks
• AI-enabled tool usage for synthesis, ideation and prototyping

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