Senior Service Designer

About the Role

We are looking for an experienced Senior Service Designer to join our innovation team and help shape, validate, and scale new customer propositions across our venture portfolio.

Working within multidisciplinary venture teams, you will apply service design methodologies to understand customer needs, uncover opportunities, and create end-to-end service experiences that are desirable, viable, and feasible. You will collaborate closely with Venture Leads, Product Owners, Engineers, Researchers, and business stakeholders to turn insight into tested propositions that can drive future growth.

This role is ideal for someone who thrives in ambiguous environments, enjoys solving complex customer and business challenges, and has experience designing services within innovation, product, or venture-led organisations.

About the Team

Emerging Technology & Innovation (ET&I) and Group Innovation explore new technologies, customer opportunities, and business models that can create future value for the organisation.

As part of this team, you will work on early-stage concepts and ventures, supporting proposition development from discovery through to validation, launch, and scaling.

Key Responsibilities

• Plan and conduct discovery activities to understand customer, stakeholder, operational, and business needs.
• Create and evolve customer journeys, service blueprints, ecosystem maps, and end-to-end service experiences.
• Conduct user interviews, proposition testing, and research activities to generate actionable insights.
• Translate user and business insights into service concepts, prototypes, and testable hypotheses.
• Collaborate with Product, Engineering, Research, and Venture teams to design and iterate customer-centric propositions.
• Facilitate workshops, co-creation sessions, and stakeholder engagement activities to drive alignment and informed decision-making.
• Identify pain points, opportunities, and service improvements across customer journeys and operational processes.
• Support experimentation and validation activities by designing and testing proposition experiences.
• Apply systems thinking to understand service dependencies, operational considerations, and wider ecosystem impacts.
• Contribute to the continuous improvement of service design practices, tools, and ways of working across the innovation portfolio.

Skills & Experience

Essential

• Proven experience as a Service Designer or Senior Service Designer within digital, product, innovation, consulting, or transformation environments.
• Strong expertise in:
• User-centred design and design thinking methodologies
• Customer journey mapping
• Service blueprinting
• Research and insight generation
• Service design and operational design principles
• Experience conducting qualitative research, stakeholder interviews, and user testing activities.
• Demonstrated ability to translate insights into service concepts, prototypes, and validated propositions.
• Strong workshop facilitation and stakeholder management skills.
• Experience working collaboratively within cross-functional product teams.
• Systems thinking mindset with the ability to understand complex service ecosystems.
• Proficiency in design and collaboration tools such as Figma, Miro, and related platforms.
• Ability to work effectively in fast-paced and ambiguous innovation environments.

Desirable

• Experience within innovation labs, venture-building teams, start-ups, or incubator environments.
• Experience working within financial services or other highly regulated industries.
• Understanding of Lean Startup, experimentation, and proposition validation methodologies.
• Experience supporting products or services through discovery, validation, launch, and scale.

About Us

As part of the TCS Interactive network, you will be part of a 50-person design studio based in Old Street. TCS Interactive is a leader in the digital customer experience space. With a human‑first approach, we apply design, engineering, business strategy and subject matter expertise to deliver award‑winning iconic design and digital experiences for our customers.

We pride ourselves in our ability to influence products at the highest level by delivering strategic ideas from inception to launch. We help our clients understand the context of their products, create a compelling vision for them and make these experiences a reality.

We believe that together we’re stronger, that inspiration can come from anywhere and great ideas from anyone. The difference in our work comes from the diversity of perspectives, skills and backgrounds of our team.