We are seeking a mid-senior service designer to support the design of end-to-end service experiences—connecting what customers experience on the outside to how organizations operate on the inside.
The ideal candidate will work across complex service ecosystems, guiding cross-functional teams through structured service design processes and ensuring solutions are operationally viable and successfully implemented.
If you thrive on translating customer and colleague insights into actionable solutions and enjoy working with business leaders unfamiliar with design-based thinking, this role is for you.
Key Responsibilities and Output Areas Include
Service Design & Facilitation:
- Lead and support service blueprinting and blueprint workshop facilitation.
- Develop research plans and insight reports.
- Create customer archetypes grounded in behavioral research.
- Map current-state and future-state customer journeys.
- Build ecosystem maps showing partner and intermediary relationships (preferred, but not essential).
- Develop launch and adoption plans (preferred, but not essential).
Stakeholder Engagement & Collaboration:
- Facilitate workshops with senior stakeholders and cross-functional teams.
- Communicate design concepts clearly to business leaders unfamiliar with Design-based thinking.
- Ensure solutions are operationally viable and aligned with organisational delivery.
Measurement & Analysis:
- Define experience metrics and baseline current-state performance.
- Apply strong systems thinking to connect customer actions, operations, technology, and commercial outcomes.
Key Requirements
- 2–4 years’ experience in service design (minimum 6 years in customer experience design or design experience).
- Demonstrated ability to support or lead end-to-end service design (portfolio required).
- Proficiency with core service design tools: journey mapping, service blueprinting, ecosystem mapping, and archetype development.
- Strong systems thinking and ability to connect customer, operational, and commercial perspectives.
- Ability to explain design concepts to non-design stakeholders.
- Skilled in facilitating workshops with senior stakeholders and cross-functional teams.
Nice to Have
- Experience in financial services (Insurance, Banking, Wealth, Employee Benefits), Telecommunications, or Mining.
- Experience designing services delivered through intermediaries (brokers, agents, partners).
- Exposure to complex B2B2C or B2B2E service models.
What Sets You Apart
- You understand that a service blueprint is not just a process map — it exposes where internal dysfunction creates operational pain.
- You can explain the difference between a product and a service to an executive in two minutes.
- You’ve designed for ecosystems, not just single touchpoints.
- You can hold the line on end-to-end thinking when stakeholders want to optimise in silos.
Qualifications
- Relevant qualification in Service Design, Design, Sociology/Anthropology, Human-Computer Interaction, Business, or a related field.
- Service design or CX certification is advantageous (e.g., CXPA, Service Design Network, IDEO).
Please Note:
As all iqbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID, and qualification verification.
iqbusiness is committed to sustainable growth and transformation; we embrace diversity and employ previously disadvantaged individuals.
