Senior Service Designer

As a Service Designer at TCS Interactive, you will be a key contributor within the product design organisation, responsible for shaping, delivering, and continuously improving end‑to‑end service experiences across complex digital and organisational ecosystems.

You will work in close partnership with Product Design Leads, UX/UI Designers, Researchers, Product Managers, Engineers, and wider business stakeholders to design services from early discovery through to delivery and optimisation. This role goes beyond execution; you will be expected to influence design direction, champion service design as a strategic capability, and help set best‑practice standards across teams.

You will bring a strong point of view on service design, systems thinking, and user‑centred problem solving, alongside a deep understanding of how services operate across people, processes, and technology. By staying informed of evolving design methods, tools, and industry trends, you will help ensure our work remains impactful, scalable, and industry‑leading.

Key Responsibilities

As a Service Designer, you will:

• Lead the design of end‑to‑end services, ensuring coherence across user experience, operational processes, and enabling technology
• Own service design work from discovery through to delivery, translating complex problems, user needs, and business goals into actionable service solutions
• Plan and facilitate collaborative workshops to align multidisciplinary teams around shared understanding and outcomes
• Create and maintain high‑quality service design artefacts such as service blueprints, journey maps, ecosystem maps, and operating models
• Shape and influence service design strategy, ensuring outcomes deliver value for users, organisations, and delivery teams
• Collaborate closely with UX Designers and Researchers to connect service‑level intent with detailed experience design
• Work in partnership with Product, Engineering, and Delivery teams to ensure services are feasible, scalable, and sustainable
• Communicate service concepts, design rationale, and trade‑offs clearly to senior stakeholders and client teams
• Act as a trusted senior voice, providing guidance, feedback, and informal mentorship to other designers where appropriate
• Champion high standards of craft, clarity, and systems thinking across all service design outputs
• Proactively manage priorities across multiple workstreams, delivering high‑quality work to agreed timelines

Skills and Experience

You will be an experienced Service Designer with a strong portfolio demonstrating both strategic thinking and hands-on delivery across complex service environments. You will bring:

• Proven experience working as a Service Designer within an agency, consultancy, or product-led environment, with demonstrable senior-level impact
• Strong grounding in service design principles, systems thinking, and human-centred design
• Extensive experience designing and improving services across complex, multi-touchpoint ecosystems
• Confidence leading discovery, service mapping, and co-creation activities with multidisciplinary teams and senior stakeholders
• Expertise in creating and using service design artefacts, including service blueprints, journey maps, ecosystem maps, and operating models, to drive decision-making and alignment
• Ability to articulate service design recommendations, trade-offs, and strategic rationale clearly and persuasively to a range of audiences
• Experience working within Agile and iterative delivery environments
• Strong facilitation, stakeholder management, storytelling, and communication skills
• Ability to navigate ambiguity, influence decision-making, and help teams move from complexity to clarity
• Experience collaborating closely with Product, Design, Engineering, and Business teams to deliver user-centred and commercially viable solutions
• Must have significant experience working within the pensions industry, with a strong understanding of pensions products, services, customer journeys, regulatory considerations, and operational processes
• Experience delivering service design work within financial services, wealth management, pensions, or regulated environments is essential
• A passion for improving services through insight-led design and continuous optimisation

Preferred Experience

• Experience working on large-scale digital transformation programmes
• Familiarity with pension administration, retirement journeys, member engagement, and adviser-facing services
• Experience operating within highly regulated environments and balancing user needs with compliance and business requirements
• Experience mentoring and supporting other designers and contributing to design community growth and best practice

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.