Senior Service Designer

Location: Welwyn Garden City, United Kingdom; based from the London Farringdon office with 3 days per week attendance; hybrid working with the remaining time remote.

Company

hirify.global operates across retail, technology, and mobile network services, supporting customers, colleagues, suppliers, and communities.

What you will do

• Define and lead the strategic direction of service design across store, online, and fulfilment experiences.
• Connect product, operations, commercial, digital, and supply chain initiatives to deliver joined-up services.
• Lead complex cross-functional initiatives covering omnichannel experiences, store innovation, and fulfilment optimisation.
• Facilitate workshops and strategic decision-making using customer insight, operational feasibility, and commercial value.
• Establish service design standards, mentor designers, and advocate for service design at leadership level.
• Measure the impact of service design interventions and use evidence to improve services continuously.

Requirements

• Significant experience in service design with a proven track record of delivering complex products and services at scale.
• Expert communication and storytelling skills, with the ability to influence and engage stakeholders at all levels.
• Strong capability in service design, systems thinking, user-centred design, and research-led problem solving.
• Experience creating service blueprints, journey maps, ecosystem maps, and other strategic design artefacts.
• Ability to collaborate and build relationships across business, product, technology, and research teams.
• Experience translating research insights into service improvements, product opportunities, and strategic recommendations.
• Strong facilitation skills and the ability to lead teams through ambiguity and complexity.
• Experience mentoring and coaching designers to develop team capability.
• Customer-focused approach balancing user needs, operational requirements, and business objectives.
• Proactive, organised, and creative approach with a passion for collaboration, innovation, and continuous improvement.

Culture & Benefits

• Hybrid working with 60% of the week spent collaborating at office locations or local sites and the remainder remotely.
• Annual bonus scheme of up to 20% of base salary.
• 25 days of holiday plus a personal day and bank holidays.
• Private medical insurance and free 24/7 virtual GP access.
• Employee Assistance Programme and mental wellbeing support.
• Paid maternity, adoption, and paternity leave, plus an inclusive and accessible recruitment process.