Senior Service Designer

Location: London, United Kingdom; remote-first working model. Work abroad is permitted for up to three weeks twice every tax year.

Salary: Competitive salary, benchmarked against the industry; annual discretionary performance bonus of 15–40%.

Company

hirify.global provides energy, broadband, mobile, and insurance services through one integrated customer offering.

What you will do

• Create service blueprints and customer journey maps covering front-stage digital interactions and back-stage operational processes.
• Shape the service strategy across the customer lifecycle, prioritising improvements that reduce friction and increase digital adoption.
• Design unified cross-channel experiences, including self-service journeys and human escalation pathways.
• Work with operational teams to ensure service designs are technically feasible, scalable, and grounded in real process constraints.
• Align roadmaps and decisions with Product, Engineering, Operations, and Commercial stakeholders.
• Establish service design standards and mentor designers and product owners in systems thinking.

Requirements

• Demonstrable UX design experience with a specialisation in end-to-end service planning and delivery across multiple channels.
• Deep expertise in service blueprinting at scale, end-to-end journey mapping, and applied systems thinking.
• Experience influencing business direction through operational and UX insight.
• Experience working across UX, Product, Engineering, and Customer Operations.
• Experience in highly regulated consumer services, such as energy, telecommunications, or financial services.
• Proven experience mentoring and coaching designers and product managers in design thinking.

Nice to have

• Experience defining success metrics for reducing customer friction and increasing self-service adoption.
• Experience establishing service design documentation and measurement practices in complex, multi-service organisations.

Culture & Benefits

• Remote-first working with an optional four-day working week at 90% pay for 90% impact.
• 25 days of holiday plus bank holidays, with the option to trade up to five additional days.
• Matched-contribution pension scheme, life assurance, and flexible health, dental, or gym benefits.
• Dedicated learning and development budget, bi-annual promotion cycles, and an eight-week paid sabbatical after four years.
• Family-focused policies, inclusion groups, and company-wide events.

Hiring process

• Salary details will be shared during the first conversation.
• Successful candidates are subject to a background check.