Service Designer First & Last Mile

We are looking for a Service Designer to support a major transformation within the Transport domain (Core Services, Last & First Mile). The organisation is migrating from a third-party logistics platform to an in-house solution, with a backend Go Live targeted for November 2026. This migration introduces a new data model impacting multiple transport capabilities, including:

• Work Order Management
• Route Planning
• Capacity Management
• Line Haul
• Fleet Operations

Currently, no service design work has been completed to support this transition. Co-workers interact with multiple tools across the transport workflow, and there is no end-to-end journey map or service blueprint in place. The objective is to ensure a coherent and user-centric transport experience across all capabilities.

Scope of the Assignment

The Service Designer will work closely with a Senior Product UX Designer and key stakeholders across the transport organisation. Responsibilities include:

• Map the current end-to-end co-worker transport journey (as-is) across all touchpoints and tools
• Conduct user research with SFO Specialists, Transport Service Providers (TSPs), planners, and internal stakeholders
• Identify gaps between current tooling and future Transport Order data model requirements
• Create a future-state (to-be) service blueprint covering the complete transport workflow
• Deliver research insights and gap analysis to support platform and design decisions

Day-to-Day Activities

• Plan and conduct interviews, observations, and research sessions
• Facilitate workshops and co-creation sessions with stakeholders
• Create and iterate journey maps and service blueprints
• Synthesize research findings into actionable recommendations
• Collaborate closely with Product UX Design
• Present findings and recommendations to leadership and stakeholders
• Coordinate across multiple product teams to ensure a consistent user experience

• Strong service design methodology experience
• Journey mapping and service blueprinting expertise
• Qualitative user research experience
• Stakeholder management and workshop facilitation
• Systems thinking across complex product ecosystems
• Ability to work autonomously in a large organisation
• Experience within enterprise or B2B environments
• Experience within logistics, transport, supply chain or related domains is a plus
• Strong communication and storytelling skills
• Experience with Miro and Figma

Top 3 Requirements

1. Service design methodology (journey mapping & service blueprinting)
2. Qualitative user research skills
3. Systems thinking across interconnected product domains