Senior Service Designer

Senior Service Designer

Location: Reading (hybrid – 2 days per week)

Contract: Initial 6 Months

Day Rate: Competitive (Inside IR35 if UK based)

Primark’s Digital team is growing fast and we’re on a mission to create seamless, future‐ready customer experiences across our web, app, and in‐store journeys. We’re now looking for a Senior Service Designer with strong UX research capability to help shape and improve our end‐to‐end customer experience.

If you thrive in fast‐paced environments, love solving complex service problems, and want to make a meaningful impact at scale, this is an opportunity to work with a collaborative, ambitious, and inclusive digital team.

About the Role

As a Senior Service Designer, you’ll design connected, consistent, and scalable services that balance user needs, business goals, and operational realities. You’ll work across digital, physical, and back‐office touchpoints to ensure our customer journeys perform brilliantly and support Primark’s commercial objectives.

You’ll partner closely with product, UX, engineering, operations, retail, and customer support teams, helping them move beyond isolated touchpoints to design truly end‐to‐end experiences.

What You’ll Do

• Design and improve services across digital, physical, and operational touchpoints
• Map and analyse customer journeys to identify pain points, gaps, and opportunities
• Uncover dependencies across systems, teams, and processes that shape the customer experience
• Facilitate workshops and co‐creation sessions to align stakeholders and drive decisions
• Translate research and data into actionable insights that inform product and service direction
• Create service design artefacts such as journey maps and service blueprints
• Collaborate with multidisciplinary teams across the business
• Ensure solutions are desirable for users, viable for the business, and feasible for delivery
• Conduct UX research to understand user needs and industry benchmarks

What You’ll Bring

• 5+ years’ experience as a Service Designer
• Strong background in e‐commerce, ideally fashion or retail
• Proven experience in service mapping, research, delivery, and measuring impact
• Ability to confidently engage stakeholders, lead workshops, and influence decisions
• Experience applying a broad range of service design and UX research methods
• Ability to synthesise insights from research, analytics, and business context
• Understanding of inclusive research and accessible service design
• Strong technical awareness and ability to collaborate with engineering teams
• Experience working in user‐centred, agile environments

Why Join Primark Digital

You’ll be part of a team that’s shaping the future of one of the world’s most loved retail brands. Expect autonomy, collaboration, and the chance to design services that impact millions of customers.