Consultant - Service Design

This is an exciting opportunity to work alongside Service Designers, Product Managers, User Researchers, Engineers and Strategists to create customer-centric services that deliver measurable business value.

What you’ll be doing

As a Consultant, you’ll support the delivery of service transformation engagements from discovery through to implementation.

Your responsibilities will include:

• Conducting research and analysis to understand customer, employee and business challenges.
• Supporting discovery activities to identify pain points, opportunities and service improvement initiatives.
• Creating service design artefacts including customer journey maps, service blueprints, personas and ecosystem maps.
• Writing clear business requirements and supporting the development of future-state service designs.
• Analysing processes and helping clients redesign customer service operations to improve efficiency and experience.
• Supporting the design of operating models, customer service frameworks and transformation roadmaps.
• Working with multidisciplinary teams to design and deliver customer-focused solutions.
• Assisting in the facilitation of workshops and co-design sessions with client stakeholders.
• Helping clients understand how technologies such as CRM, AI, automation and analytics can improve service delivery.
• Producing high-quality presentations, reports and recommendations for clients.

We’re interested in individuals who are naturally curious, collaborative and passionate about improving services.

You’ll ideally have:

• Experience in Service Design, Customer Experience, Business Transformation, Operations Improvement or a related consulting role.
• Understanding of customer journey mapping, service blueprinting and user-centred design principles.
• Experience analysing customer, operational or business processes and identifying improvement opportunities.
• Strong problem-solving and analytical skills.
• Excellent communication and stakeholder engagement capabilities.
• Experience working in agile project environments.
• The ability to translate research and insights into practical recommendations.
• Confidence working with diverse teams and multiple stakeholders.

Desirable experience

• Consulting or advisory experience.
• Financial Services, Public Sector or large enterprise experience.
• CRM platforms such as Salesforce, Microsoft Dynamics or ServiceNow.
• Contact centre or customer service transformation initiatives.
• Process optimisation and operating model design.
• AI, automation or digital transformation projects.

• Annual bonus
• Hybrid working model- 3 days per week in London or Manchester
• Up to 4 weeks working abroad per year
• Access to leading learning platforms and professional development programmes
• Support for continuous learning, certifications and career progression
• Exposure to cutting-edge AI, digital transformation and innovation projects
• Opportunity to work with multidisciplinary teams on high-impact programmes