Senior Service Designer

The Role

As a Senior Service Designer at TCS Interactive , you will play a pivotal role in defining, designing, testing, and optimising end-to-end services that deliver meaningful outcomes for users, clients, and the business. Operating within a multidisciplinary product and experience design team, you will lead service design initiatives across complex digital, operational, and organisational ecosystems.

You will collaborate closely with Product Design Leads, UX/UI Designers, User Researchers, Product Managers, Engineers, Data Specialists, Delivery Managers, and senior business stakeholders to identify opportunities, solve complex challenges, and shape connected service experiences from strategy through to implementation and continuous improvement.

This role requires a highly experienced practitioner who combines strategic thinking with hands-on delivery. You will champion human-centred design, systems thinking, and evidence-based decision-making while helping teams understand how people, processes, technology, policy, and business objectives interact across the wider service landscape.

As a senior member of the design community, you will actively contribute to the growth of service design capability, establish best practices, mentor colleagues, and promote a culture of experimentation, service validation, and continuous learning. You will leverage research, testing, and performance insights to ensure services are desirable, feasible, viable, accessible, and measurable.

Key Responsibilities

As a Senior Service Designer, you will:

• Lead the design, evolution, and optimisation of complex end-to-end services across multiple channels, touchpoints, and customer journeys.
• Own service design activities throughout the entire product lifecycle, from discovery and strategic definition through to delivery, testing, launch, and continuous improvement.
• Apply systems thinking to understand and design interactions between users, business operations, processes, policies, data, and technology.
• Conduct and facilitate discovery activities to identify user needs, service opportunities, pain points, risks, and operational challenges.
• Design future-state service propositions that balance customer needs, business objectives, regulatory requirements, and technical constraints.
• Create and maintain high-quality service design artefacts, including:
• Service blueprints
• Customer and colleague journey maps
• Ecosystem maps
• Stakeholder maps
• Experience maps
• Process flows
• Operational models
• Future-state service visions
• Lead cross-functional workshops, co-creation sessions, and design thinking activities to build alignment and drive decision-making.
• Collaborate closely with User Researchers to develop research plans and ensure service concepts are grounded in user evidence.
• Define service hypotheses and validation approaches to test assumptions and de-risk solutions.
• Plan and execute service testing activities, including prototype testing, concept validation, usability testing, service rehearsals, pilot programmes, and operational readiness assessments.
• Analyse testing outcomes and research findings to identify improvements and inform service iterations.
• Develop service measurement frameworks, defining key performance indicators (KPIs), success metrics, and service health indicators.
• Work closely with Product, Technology, Operations, Risk, and Compliance teams to ensure services are feasible, scalable, secure, and sustainable.
• Present service strategies, recommendations, and design rationale confidently to senior stakeholders and client leadership teams.
• Influence product and service roadmaps through insight-led recommendations and strategic service design thinking.
• Champion accessibility, inclusivity, and customer-centric design principles across all service experiences.
• Mentor and support designers, contributing to capability development and promoting best practices across the design community.
• Stay current with emerging service design methodologies, technologies, industry trends, and financial services innovations.

Skills & Experience

Essential

• Significant experience working as a Senior Service Designer within a consultancy, agency, financial services organisation, or product-led environment.
• Strong portfolio demonstrating delivery of complex service design projects from discovery through implementation and optimisation.
• Deep understanding of service design methodologies, systems thinking, human-centred design, and customer experience design.
• Proven experience designing services across complex, multi-channel, and multi-touchpoint ecosystems.
• Strong expertise in creating and facilitating workshops with senior stakeholders and multidisciplinary teams.
• Experience delivering service design within Agile, Lean, and iterative product development environments.
• Demonstrated experience translating research insights into service opportunities and design solutions.
• Strong understanding of organisational design, operational processes, and business transformation programmes.
• Experience defining and measuring service success through KPIs, service metrics, and performance frameworks.
• Excellent storytelling, communication, stakeholder management, and presentation skills.
• Ability to influence decision-making at both strategic and operational levels.
• Strong commercial awareness and understanding of balancing user, business, and technical needs.
• Experience working with product teams, engineering teams, operations teams, and executive stakeholders.
• Proficiency with service design and collaboration tools such as Figma, Miro, FigJam, Lucid, Adobe Creative Suite, Jira, and Confluence.
• Strong analytical and problem-solving capabilities with the ability to navigate ambiguity and complexity.

Testing & Validation Experience

• Experience planning and facilitating service testing and validation activities throughout the design lifecycle.
• Expertise in prototype testing, concept testing, usability testing, pilot testing, and service validation.
• Ability to define hypotheses, testing frameworks, success criteria, and measurement approaches.
• Experience conducting and interpreting qualitative and quantitative research.
• Skilled in analysing customer feedback, behavioural data, operational metrics, and performance insights to drive service improvements.
• Understanding of experimentation methodologies, including A/B testing and iterative optimisation approaches.
• Experience identifying risks, assumptions, and dependencies through structured testing and validation activities.

Desirable

• Experience leading service design workstreams within large-scale transformation programmes.
• Knowledge of accessibility standards and inclusive design practices.
• Experience working with enterprise organisations and global teams.
• Understanding of behavioural science and service innovation methodologies.
• Experience mentoring and developing junior and mid-level designers.
• Relevant qualification in Service Design, User Experience, Human-Centred Design, Design Thinking, Psychology, or a related discipline.

About Us

As part of the TCS Interactive network, you will be part of a 50-person design studio based in Old Street. TCS Interactive is a leader in the digital customer experience space. With a human‐first approach, we apply design, engineering, business strategy and subject matter expertise to deliver award‐winning iconic design and digital experiences for our customers.

We pride ourselves in our ability to influence products at the highest level by delivering strategic ideas from inception to launch. We help our clients understand the context of their products, create a compelling vision for them and make these experiences a reality.

We believe that together we’re stronger, that inspiration can come from anywhere and great ideas from anyone. The difference in our work comes from the diversity of perspectives, skills and backgrounds of our team.