Service Designer Copy 02

Service Design Specialist

Our Design & Digital Product team shapes, builds, and scales enterprise-grade digital products and services across web, mobile, and multi-channel ecosystems. This role translates business strategy into orchestrated service experiences and operating models, partnering with the Product Design Lead and Customer Advisory Lead to ensure desirability, feasibility, and viability across complex platforms (Anchored in DDP's L2/L3 "Product & Service Strategy → Product & Experience Creation → Capability Build & Scale" value chain).

What you'll do:

• Service blueprints & journeys: Lead end to end service blueprinting (front stage/back stage), journey mapping, and scenario design to connect customer moments, channels, systems, and operations.
• Business design & value: Translate business strategy into service propositions, value streams, KPIs, and guardrails; tie designs to measurable outcomes (adoption, cost to serve, conversion, NPS/CES).
• Enterprise product integration: Define how services intersect with enterprise level digital products (platform architecture, content and data flows, process and role design), ensuring scale across brands/markets.
• Cross functional collaboration: Co-create with the Product Design Lead (experience & UI), Customer Advisory Lead (stakeholder alignment, business case, change), Product Owners, Engineering, Data/Analytics, and Ops. (Ways of working guided by our product/experience governance patterns.)
• Research → insight → decisioning: Plan and synthesize qualitative/quantitative research; turn insights into service requirements, content/IA implications, policies/SOPs, and backlog items.
• Roadmaps, experiments & releases: Define service MVP scope, run prototypes/Pilots, and support A/B/DoE experimentation; feed learning back into quarterly business reviews and product councils.
• Governance & handover: Produce service design packages (blueprints, RACI, SLAs/OLAs, success metrics), and partner across transition to delivery and operations.

What you'll bring (Must haves):

• ~5 years in Service Design across enterprise programs (multi team, multi market), with a portfolio of service blueprints, journeys, and measurable outcomes.
• Fluency in design thinking, systems thinking, journey mapping, blueprinting, and storytelling; confident facilitating C level to squad level sessions.
• Proven ability to connect business strategy to service operations (e.g., process, role, policy, SLA) for digital products at scale.
• Comfortable in Agile environments, shaping epics/stories, acceptance criteria, and aligning with release trains and product councils.
• Tooling: Figma/Mural (or equivalent) for mapping/blueprinting; comfort with analytics dashboards and experimentation frameworks.
• Bonus points: Exposure to ITIL informed service management concepts (incident/problem/change) to ensure service operability post launch. Experience in high scale platform ecosystems (e.g., modular content, data driven personalisation, multi locale ops).

What to include with your application:

A portfolio (3–4 examples) showing service blueprints and the business impact (metrics or outcomes), plus one example of partnering with a Product Design Lead and Customer Advisory Lead to reshape a service or operating model.