Senior Service Designer

We are seeking an experienced and strategically minded Senior Service Designer to join a dedicated Customer Journey workstream supporting a high-profile automotive client. This role is focused on designing and improving end-to-end customer experiences across the automotive ecosystem — connecting digital platforms, operational processes, internal teams, and customer touchpoints into seamless and customer-centred journeys.

Working closely with CX Researchers, UX Designers, Product teams, Analysts, Content Strategists, Operational stakeholders, and client teams, you will help shape service experiences that improve usability, operational efficiency, customer satisfaction, and business outcomes across key stages of the automotive lifecycle.

You will play a critical role in understanding how customers interact with the brand across channels and helping define scalable, practical, and strategically aligned service improvements. This is a highly collaborative role suited to someone comfortable navigating complexity, aligning stakeholders, and translating research and operational insight into actionable service design solutions.

Key Responsibilities:

1. End-to-End Service Design & Customer Journey Development:

• Design and optimise end-to-end customer journeys across key automotive experiences including discovery, research, purchase, onboarding, ownership, servicing, retention, and loyalty.

• Identify customer pain points, operational inefficiencies, and service gaps across both digital and non-digital touchpoints.

• Translate customer, business, and operational needs into clear service design recommendations, frameworks, and future-state experiences.

• Create service blueprints, ecosystem maps, operational flows, customer journey maps, and experience frameworks that visualise complex interactions and dependencies.

• Support the definition of scalable and customer-centred service models aligned to business objectives and operational realities.

• Consider the full service ecosystem including people, processes, technology, content, and organisational structures when shaping solutions.

1. Research, Insight & Strategic Problem Solving:

• Collaborate closely with CX Researchers and analytics teams to synthesise customer insight, behavioural data, operational feedback, and business requirements.

• Use qualitative and quantitative insights to identify opportunity areas and inform service improvement recommendations.

• Facilitate discovery activities and strategic investigations to understand current-state experiences, pain points, and operational constraints.

• Apply systems thinking and service design methodologies to solve complex customer and organisational challenges.

• Help prioritise service improvements based on customer impact, feasibility, operational value, and business outcomes.

1. Workshop Facilitation & Stakeholder Alignment:

• Plan and facilitate workshops, co-creation sessions, stakeholder interviews, journey mapping activities, and collaborative working sessions.

• Bring together cross-functional teams to align around customer needs, operational priorities, and strategic opportunities.

• Present service design recommendations, journey outputs, and strategic thinking clearly and confidently to both internal teams and senior client stakeholders.

• Build strong collaborative relationships across product, UX, CX, analytics, content, operational, and technology teams.

• Support the ongoing development of customer-centred ways of working across the wider programme and client organisation.

1. Delivery Collaboration & Experience Implementation:

• Work collaboratively with UX Designers, Product Owners, Developers, Content Strategists, Analysts, and operational teams to ensure service recommendations are actionable and implementable.

• Help bridge the gap between strategic experience thinking and practical delivery execution.

• Support the definition of requirements, experience principles, and operational considerations that inform downstream delivery teams.

• Contribute to continuous improvement initiatives and help evolve service design approaches, frameworks, and governance within the account.

• Ensure solutions balance customer experience quality with operational efficiency and technical feasibility.

  Skills & Tags

  gorustaiiosdataanalyticsproductdesign