Service Design Consultant

About the Role

We are looking for an Service Design Consultant to translate research and strategy into clear, practical experience-design outputs that help organisations improve how customers and users interact with their services.

This role sits at the intersection of strategic thinking and visual design. You will develop journey maps, service blueprints, experience frameworks, playbooks and other tools that make complex strategies easier to understand and implement.

Key Responsibilities

Experience & Service Design

• Develop customer journey maps, service blueprints and experience frameworks.
• Translate strategic recommendations into practical and visually clear design outputs.
• Design protocols, systems and tools that help teams understand how an intended experience should operate.
• Identify opportunities to simplify or improve complex service journeys.

Visual Communication

• Translate strategic narratives and research findings into distinctive visual systems.
• Develop clear and engaging client-facing presentations.
• Create diagrams, frameworks, maps and other forms of systems visualisation.
• Maintain high standards of information design, hierarchy and storytelling.

Implementation & Enablement

• Develop playbooks, guidelines and enablement materials that teams can use after project completion.
• Design materials that support internal adoption, training and implementation.
• Ensure design outputs are practical and understandable for the teams expected to use them.

Collaboration

• Work closely with strategists and researchers to shape recommendations throughout the project.
• Contribute actively to strategic thinking rather than operating purely as an execution resource.
• Present and explain design rationale to project teams and client stakeholders.

Requirements

• Approximately 3–5 years of experience in service design, UX/CX design, experience design or a related discipline.
• Experience within a consulting, agency or project-based environment would be advantageous.
• Strong portfolio demonstrating journey mapping, service design, systems visualisation or similar experience-design work.
• Strong visual communication and information-design capability.
• Comfortable designing for both executive audiences and end users.
• Ability to combine strategic thinking with strong visual craft.
• Experience developing training, playbook or enablement materials would be advantageous.
• Familiarity with design systems or brand identity work would be beneficial.
• Experience working on complex customer or service environments would be advantageous.

Key Skills

• Service and experience design.
• Journey mapping and service blueprinting.
• Systems visualisation.
• Information design and visual storytelling.
• Strategic thinking.
• Presentation design.
• Stakeholder communication.
• Collaboration across research and strategy teams.