Lead Service & Product Designer - Tech Start Up

Lead Service & Product Designer / Product Owner- Tech Start Up

SaaS Platform | Service Design | Product Design | User Research

Contract: 6 Month

sRate: £800 per day (Outside IR35

)Location: London (Hybrid – 2 days per week

)
We're working with a fast-growing technology business building a data-driven SaaS platform that enables organisations to securely access, manage, and derive value from complex datasets at scal

e.As a Lead Service & Product Designer, you'll play a pivotal role in shaping both the customer experience and the underlying service ecosystem. Working across product strategy, user research, service design, and UX, you'll help define how customers discover, access, and interact with the platform while ensuring seamless experiences across multiple user groups and touchpoint

s.This is an opportunity to join a business at a key stage of growth, where you'll influence product direction, establish best-practice design approaches, and help solve complex challenges around workflows, governance, and customer enablemen

t.
Role and Responsibiliti

es Service Des

• ignLead the design of end-to-end customer journeys across the platform ecosys
• temMap, analyse, and optimise service experiences spanning multiple products, teams, and stakeholder gro
• upsCreate service blueprints and operating models that align customer needs with business objecti
• vesIdentify friction points, opportunities, and areas for service innovat
• ionPartner closely with Product Managers and Engineering teams to ensure solutions are scalable, feasible, and deliver measurable va
• lueDesign services that balance user experience, operational efficiency, and business requireme

ntsProduct Des

• ignDesign intuitive digital experiences that simplify complex workflows and data interacti
• onsCreate wireframes, user flows, prototypes, and high-fidelity designs across web-based produ
• ctsContribute to and evolve scalable design systems, patterns, and component librar
• iesHelp define UX standards and product experience principles across the platf
• ormValidate concepts through user testing, experimentation, and continuous feedback lo
• opsCollaborate with product and engineering teams throughout discovery, delivery, and optimisation pha

sesUser Research & Customer Insi

• ghtPlan and conduct research with a range of customer personas and stakehold
• ersTranslate qualitative and quantitative insights into actionable product recommendati
• onsChampion evidence-based decision making across product developm
• entHelp establish scalable research practices and customer feedback mechani
• smsUse customer insights to identify opportunities for product improvement and innovat

ionCollaboration & Leaders

• hipWork cross-functionally with Product, Engineering, Customer Success, and Leadership te
• amsFacilitate workshops, discovery sessions, and design thinking activit
• iesPresent recommendations and influence strategic decisions at senior stakeholder le
• velAdvocate for user-centred design, accessibility, and design excellence across the organisat
• ionMentor and support designers where appropriate, helping elevate design matur

ity
Skills and Experie

nce:Essen

• tialSignificant experience in Service Design, Product Design, UX Design, or a hybrid Service/Product Design
• roleStrong portfolio demonstrating end-to-end ownership from discovery and research through to delivery and optimisa
• tionExperience designing complex SaaS platforms, B2B products, or multi-sided digital ecosys
• temsExpertise in service blueprinting, journey mapping, systems thinking, and user-centred design methodolo
• giesStrong proficiency with modern design and prototyping tools (Figma prefer
• red)Experience planning, conducting, and synthesising user rese
• archExcellent stakeholder management and communication sk
• illsComfortable operating in fast-paced environments with ambiguity and evolving priori
• tiesStrong understanding of product development practices and agile deli

veryDesir

• ableExperience working within data platforms, marketplace products, workflow tools, or platform busine
• ssesExposure to regulated industries such as healthcare, fintech, legal tech, or enterprise soft
• wareUnderstanding of permissions, governance, compliance, or trust-focused user experie
• ncesExperience building or scaling design sys
• temsStrong knowledge of accessibility and inclusive design princi
• plesExperience collaborating closely with engineering teams delivering platform or infrastructure prod