Senior Service Designer

This is an important role working with some really exciting clients across a wide range of sectors from gaming to finance, supporting the service design activities for Spotless. The successful candidate will be an outgoing dynamic individual with 5 years experience in a service design role in an agency environment. This is a varied role within a small team and will suit an enthusiastic, hardworking person with attention to detail.

The ideal candidate will have strong problem solving skills and independent self-direction, coupled with an aptitude for team collaboration and open communication. You will be able to lead and manage a range of activities from the initial ethnographic research, to experience definition and strategy and prototyping and testing.

You will be comfortable working as part of a small team and giving direction to less experienced members, as well as running activities on your own.


  • Using your experience to help respond to proposals with innovative methods and options based on time and budget constraints
  • Producing user scenarios, service experience concepts, blueprints and detailed service design as part of a multi-disciplinary team
  • Planning and conducting design research including ethnographic studies, contextual enquiry, one-to-one interviews, service safaris and heuristic analysis
  • Planning and facilitating workshops with clients or customers including co-creation, priority ranking, value proposition, service definition and customer experience mapping
  • Continually evaluating and improving Spotless methods and processes to ensure we are always offering the best solution to clients and their customers
  • Using your communication skills to present customer insights and strategy documentation such as customer journey maps, storyboards, personas, business canvas models and touchpoint maps
  • You will be comfortable working directly with clients and involving them openly in your processes, responding to feedback and championing the needs of customers throughout the project
  • High standard of report writing, making it easier for clients to connect the dots with clear communication and actionable recommendations
  • Comfortable leading projects as well as supporting them
  • Great time management skills and ability to deliver to deadlines
  • Mentoring and transferring knowledge to the wider team in a structured way
  • Educating clients and explaining our process and the value this brings to their business
  • Attending at least 1 service design event every quarter to keep up to date with the latest trends and methodologies
  • Contributing to internal projects, writing articles and blog posts on relevant service design topics of sectors of interest

Your skills and experience:

  • Minimum 5 years in a service design role
  • Bachelor’s degree in product design, psychology, UX/UI or other relevant fields
  • Graphics/Illustration capability is desirable
  • Excellent communication and interpersonal skills
  • Passionate about user and customer experience
  • Highly motivated and self-managing
  • Experience working within an agency environment
  • You must have the legal right to live and work in the United Kingdom


  • Generous commission scheme on any leads generated
  • Annual bonus linked to company performance
  • Free books from companies like Rosenfeld Media
  • Annual training budget to attend conferences
  • Company pension scheme
  • BUPA healthcare
  • Virgin gym membership
  • 25 days holiday per year

How to apply

Please submit your covering letter, CV and portfolio (if applicable) to