Service Design Manager

Service Design Manager – Digital Transformation & AI

📍 Location: Hybrid 3 days per week (London or Glasgow)

About the Role

We’re hiring a Service Design Manager to join a growing Digital Experience team within a global professional services organisation undergoing significant digital and AI-driven transformation.

This role will support a major transformation programme across four core services, each at different stages of maturity and delivery. You’ll help teams understand user needs, map complex service ecosystems and identify opportunities to improve how services are delivered for both internal teams and clients.

A key part of the role will involve contributing to GenAI innovation initiatives, exploring how GenAI-enabled capabilities could enhance internal tools, knowledge services and client-facing experiences.

Alongside the service transformation programme, you’ll also have opportunities to support broader digital and AI-driven initiatives across the organisation, including work with business support services, knowledge teams and digital product initiatives.

Experience with AI isn’t essential - the team is equally interested in designers who have a strong interest in GenAI and are excited about exploring its potential within service design.

What You’ll Be Doing

• Support service design across the transformation of four key services
• Conduct discovery and service diagnostics, mapping end-to-end services, journeys and ecosystems
• Facilitate workshops and co-design sessions with cross-functional teams and stakeholders
• Prototype and test service concepts and improvements
• Contribute to GenAI trials and innovation projects, exploring how AI can enhance services and internal tools
• Translate insights into practical service improvements and future-state concepts
• Collaborate with teams across Digital Experience, business support services, knowledge teams and digital product initiatives

What You’ll Bring

• Circa 4–7 years’ experience working in Service Design roles
• Your current role and the majority of your experience should be in Service Design
• Experience contributing to end-to-end service design in complex organisations
• Background in B2B, enterprise or professional services environments
• Exposure to digital transformation programmes
• Confidence facilitating workshops and working with senior stakeholders
• Strong communication and storytelling skills
• Curiosity about emerging technologies such as GenAI
• A portfolio demonstrating service design thinking and impact

Nice to Have

• Experience working on AI-enabled products or services
• Experience redesigning internal platforms or operational services
• Exposure to professional services or regulated environments

Why Join?

This client offers the best of both worlds - global scale with the feel of an agile innovation team.

• Career growth through global mobility, study support and award-winning learning programmes
• Hybrid working and flexible working options
• Strong wellbeing and healthcare support
• Inclusive family benefits, including parental leave and care-related policies

Ready to shape what’s next?

Apply now to help design the future of services in an organisation investing heavily in digital transformation and AI-enabled experiences.