Senior Service Designer

You will be working across our range of clients championing the human-centred approach to projects and processes. Day-to-day you will have a leading role in understanding client challenges, interpreting briefs, exploring trends and opportunities, recommending methods, and engaging with users and stakeholders to derive insight and drive creative solutions.

You will have a keen interest in research, and be able to support qualitative research including ethnographic studies, one-to-one interviews and service safaris. You will be part of a multidisciplinary team and use your strong visual and communication skills to document and present insights and strategic recommendations.

Key responsibilities

  • Lead and support on service design and design thinking projects involving creative problem solving to generate concepts and proposals for a new proposition or to evolve and improve existing touchpoints or experiences
  • Support and facilitate workshops with clients or customers including ideation, co-creation and prioritisation
  • Produce user scenarios, service experience concepts and service design blueprints, journey maps, storyboards and ecosystems
  • All our projects are driven by insight – and will require you to engage with research colleagues and help shape research outputs
  • Work directly with clients to involve them openly in your processes, championing the needs of customers and users throughout the project and responding to feedback
  • Continually evaluate and improve Spotless methods and processes to ensure we are always offering the best solution to clients and their customers
  • Contribute to internal projects, writing articles and blog posts on relevant service design topics and within sectors of interest
  • Attend at least 1 service design event every quarter to keep up to date with the latest trends and methodologies

Skills and experience

  • 4+ years Service Design and/or UX strategy industry experience in an established digital agency or in-house
  • Be able to demonstrate deep applied knowledge and experience with a range of service design methods and tools, e.g. experience mapping, service blueprints and ecosystems, concept prioritisation and roadmaps, persona development, scenario storytelling
  • Be able to demonstrate a good understanding of research methodology; ethnography, contextual interviews, and focus groups.
  • Be comfortable planning, and conducting ideation sessions and workshops leveraging design thinking methods.
  • Be someone who enjoys collaboration and team working
  • Hold excellent communication and storytelling skills with the ability to create and deliver clear and engaging deliverables, presentations and proposals.
  • Strong graphic skills, displaying proficiency in using Miro and Adobe Creative Suite (illustrator, XD, indesign and photoshop). Experience using platforms such as Figma, Sketch and/or Invision is also desirable.
  • A Bachelor’s degree in Service design, Product design, Psychology, Human Computer Interaction, or other relevant fields, or relevant professional experience.


As well as providing a supportive, close-knit working environment, and the opportunity to grow and develop, we offer a fantastic array of benefits alongside your salary:

  • Hybrid/Remote Working – we have team members all across the UK, and support hybrid or fully remote working – as long as you can travel comfortably to London to collaborate on projects when required.
  • We also provide you with the tech you need to do your job remotely!
  • Monthly Team Socials – we value getting together as a team and having fun. So each month, we meet up for fun activities, food and drink.
  • Company Pension Scheme – we offer a salary sacrifice pension scheme, with options for investing in Sustainable and Ethical (including Shariah) funds.
  • Referral Bonus – our employees are the experts on team fit, so we offer a generous referral scheme bonus when you recommend your friends and family to our vacancies.
  • Utility Bill Support – We provide monthly support towards the cost of utilities.
  • Annual Leave – full-time employees benefit from 25 days annual leave, plus bank holidays – and part-time employees get a pro rata equivalent!
  • Cycle to Work & Tech Schemes – saving you money on purchasing the things you need.
  • Private Medical Insurance – our team’s health is important to us! Employees can benefit from Private Medical Insurance via Aviva.
  • Gym Membership – benefit from a gym membership with Virgin Active Gyms with 95 locations across the UK – or an equivalent benefit for employees with no local VA gym.
  • WellBeing Budget – each month our Culture Club decides on a wellbeing theme, and employees are given a budget to treat themselves!
  • Employee Assistance Programme – All employees receive access to a confidential EAP service, 24/7 365 days per year.
  • Training, Development & Books – focusing on your professional development is key at Spotless, so we offer a generous annual budget to spend on training courses, conferences, events and books.

Spotless is a hybrid work environment, meaning we allow individuals to work both in-office and at home depending on what suits them and the nature of the project. This work might require some in office collaboration but we are also open to 100% remote. This role will be considered at either 4 or 5 days per week.

If you think you would be a good fit for this role please send a covering letter, CV and recent work examples/case studies to Feel free to contact us by telephone on +44 (0)20 7168 7526 or drop us a quick email if you have any questions.

You must have the legal right to live and work in the United Kingdom. We are unable to provide sponsorship for this position.

At Spotless we are committed to ethical practices and promoting equality and diversity across our organisation and at every step of the hiring process. We do not tolerate any unlawful discrimination and ensure that all employees, freelancers, candidates, clients and third parties are treated with dignity and respect.