Service designer

Job Title: Service Designer
Location: London - 25 Gresham Street - Hybrid
Contract Type: Initial 6-month contract (extendable)

Role Overview

We are seeking an experienced and innovative Service Designer to join a team delivering next-generation Conversational AI capabilities. This role will play a key part in shaping user-centred AI-powered services, working across discovery, design, refinement, and implementation phases.

The successful candidate will combine strong design thinking with strategic problem-solving skills and will be comfortable working in multidisciplinary teams alongside Data Scientists, Engineers, Product teams, and business stakeholders. This is an opportunity to influence the future direction of AI-enabled customer and colleague experiences through service design excellence.

Key Responsibilities

• Lead service design activities across the full project lifecycle, from discovery through to refinement and delivery.
• Shape and define complex problems, translating business and user needs into actionable service design solutions.
• Support the development of Conversational AI capabilities, ensuring services are intuitive, effective, and user-centred.
• Facilitate workshops, design sessions, and collaborative working groups to drive alignment and decision-making.
• Work closely with Data Science and Engineering teams to design feasible and scalable AI-enabled services.
• Create service blueprints, user journeys, process maps, and other service design artefacts.
• Identify opportunities for innovation and continuous improvement within AI-driven experiences.
• Engage with stakeholders at all levels, building strong relationships and securing buy-in for design recommendations.
• Apply strategic thinking to balance user needs, business objectives, and technical constraints.
• Contribute to pathfinding activities, helping define future service directions and opportunities.

Required Skills & Experience

• Proven experience working as a Service Designer within complex transformation, digital, or innovation programmes.
• Strong design thinking capability with the ability to challenge assumptions and think creatively.
• Experience leading discovery, problem definition, and service refinement activities.
• Excellent workshop facilitation and stakeholder management skills.
• Ability to collaborate effectively with technical teams, particularly Data Science and Engineering functions.
• Experience producing service design artefacts including user journeys, service blueprints, and ecosystem maps.
• Strong communication and influencing skills.
• Strategic mindset with the ability to connect tactical delivery with longer-term outcomes.

Desirable Experience

• Experience working on Conversational AI, Generative AI, virtual assistants, chatbots, or related AI-powered services.
• Understanding of AI product development methodologies and user-centred design principles in AI environments.
• Experience working in highly regulated or enterprise-scale organisations.
• Curiosity and enthusiasm for emerging AI technologies and their practical application.

Personal Attributes

• Creative and able to think beyond conventional solutions.
• Naturally curious, particularly regarding AI and emerging technologies.
• Collaborative and comfortable working across multidisciplinary teams.
• Confident facilitator and communicator.
• Pragmatic problem solver with strong analytical thinking.
• User-focused with a passion for improving service experiences.

Project Context

The role will support a programme focused on building and enhancing Conversational AI capabilities. The Service Designer will help define the future service experience, working closely with technical and business teams to identify opportunities, shape solutions, and ensure successful delivery of user-centred AI services.

TO APPLY - PLEASE APPLY WITH AN UP-TO-DATE CV

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

*Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.