Service Designer

JOB PURPOSE

Responsible for shaping and driving the strategic service design agenda across priority customer journeys and value streams. This role focuses on defining target-state service experiences aligned to the organisation’s long-term vision, informed by external benchmarking, industry best practices, and emerging market trends.

The role partners with senior stakeholders across product, business, technology, operations, and risk to translate strategic objectives into cohesive service frameworks, journey principles, and experience standards that differentiate the organisation in the market. It leads the identification of systemic pain points, capability gaps, and transformation opportunities, ensuring services are scalable, compliant, and operationally sustainable.

Job Responsibilities:

1. Service Strategy & Experience Frameworks

Lead the definition and evolution of strategic service design frameworks, principles, and standards aligned to the organisation’s long-term vision. Ensure target-state experiences are informed by external benchmarking, competitive analysis, and industry best practices, balancing customer ambition with commercial and operational objectives.

2. Cross-Functional Strategic Alignment

Partner with Product, Business, Technology, Operations, Data, and Risk teams to embed service design into strategic planning and transformation initiatives. Ensure alignment between experience ambition, enterprise capabilities, and delivery roadmaps.

3. Enterprise Journey Architecture & Insight

Oversee end-to-end journey mapping at a systemic level, identifying structural pain points, capability gaps, and value creation opportunities across front-stage and back-stage layers. Translate insights into prioritised transformation initiatives.

4. Concept Validation & Experience Governance

Guide validation of target-state service models through structured evaluation methods, ensuring solutions are scalable, compliant, and operationally sustainable. Establish governance mechanisms that maintain experience consistency across initiatives.

5. Executive Stakeholder Engagement

Synthesize research, benchmarking insights, and journey analysis into strategic recommendations for senior stakeholders. Influence decision-making by articulating trade-offs, investment priorities, and long-term experience outcomes.

6. Continuous Service Evolution

Drive a culture of continuous improvement by monitoring performance indicators, market trends, and customer expectations. Ensure service design remains competitive, differentiated, and aligned to evolving strategic priorities.

7. Transformation Planning & Oversight

Provide oversight across multiple service initiatives, ensuring sequencing, dependencies, and milestones align with broader enterprise transformation objectives and strategic outcomes.

Salt is acting as an Employment Business in relation to this vacancy.