Service Design Lead (AI-Enabled Operations)

Location: Remote, UK-based. Fixed-term contract from 1 November 2026 to mid-January 2027.

Company

hirify.global is a global digital agency specialising in omnichannel search, social content, creative content, and performance technology.

What you will do

• Lead the end-to-end discovery phase, defining the approach, plan, and priorities.
• Plan and facilitate stakeholder interviews and workshops across technical and non-technical audiences.
• Map current-state processes, identifying pain points and opportunities for automation and AI.
• Design future-state workflows and operating models covering roles, responsibilities, governance, and change management.
• Translate research, data, and stakeholder input into insights, recommendations, business cases, and phased transition roadmaps.
• Produce client-ready discovery reports, process maps, presentations, and workflow prototypes or pilots.

Requirements

• 7+ years of experience in business consultancy, creative or content organisation design, or senior UX research.
• Hands-on experience with current-state mapping, pain-point analysis, automation assessment, and future-state workflow design.
• Experience creating evidence-based recommendations, business cases, phased roadmaps, and new business or service positioning.
• Strong understanding of AI tools such as Claude, ChatGPT, Copilot, automation platforms, and AI-enabled productivity features.
• Experience embedding AI into operating models, including process redesign, governance, change management, responsible AI, and human-in-the-loop design.
• Must be based in the UK, with strong facilitation, communication, analytical, and change-oriented skills.

Nice to have

• Client-facing or agency experience.
• Experience supporting pharmaceutical or global brand clients.

Culture & Benefits

• In-house assignment dedicated exclusively to a pharmaceutical client.
• Close collaboration with the client team and integration into its day-to-day organisation.
• Culture guided by openness, respect, innovation, teamwork, and the values “We Strive”, “Acting Together”, and “With Kindness”.
• Commitment to inclusivity and ensuring diverse perspectives are heard.