Senior Service Designer

Job Title: Service Designer

Location: Edinburgh - New Uberior House Head Office
Salary/Pay Rate: £80k - £100K Or £600 - £700 per day via Umbrella
Contract Length: 6 months (potential extension)
Hybrid Working: On-site twice per week (Wednesday & Thursday)

About the Organisation

Our client is a large, customer-focused financial services organisation undergoing a significant digital transformation. With millions of customers across the UK, they are investing heavily in digital platforms, services, and people to deliver seamless, multi-channel experiences that meet the needs of modern customers.

Who We're Looking For

We're seeking an experienced Senior Service Designer to lead the creation of seamless digital experiences, champion user-centred design, and help advance service design practices across the organisation.

About the Role

As a Lead Service Designer, you'll work within a multidisciplinary team of designers, researchers, and strategists across a wide range of initiatives.

You'll be confident across all aspects of service design, including:

Needs definition
Journey mapping
Service blueprinting
Storytelling
Facilitating workshops
Applying design thinking methods
Using evidence and insight to influence stakeholdersYou'll be passionate about your craft and enjoy developing others-whether that's advocating for service design within product teams, shaping new ways of working, or helping evolve design maturity across the organisation.

You'll Also Be Responsible For:

Working effectively within agile teams to uncover priorities, visualise outcomes, and define scope
Facilitating workshops and discussions to ensure business context, risks, and needs are well understood
Communicating clearly with stakeholders to manage expectations and incorporate multiple perspectives
Researching and documenting current-state services and articulating future-state experiences
Leading others to make strong design decisions and champion the user perspective
Coaching and mentoring colleagues to support their development
Collaborating closely with designers, product owners, and engineers
Contributing to the wider design community by sharing knowledge and embedding design principlesSkills & Experience Required:

A proactive, driven mindset with a focus on continuous improvement
Strong relationship-building skills and the ability to work credibly with senior stakeholders
Confidence to challenge constructively where appropriate
Calm, resilient approach under pressure with strong risk awareness
Innovative problem-solving skills and the ability to bring others on the journeyYou'll also have:

Excellent communication skills across technical and non-technical audiences
Experience applying research methods to inform design decisions
Strong expertise in design thinking and confident facilitation skillsIf you're excited by this role but don't meet every requirement, we encourage you to apply-we'd love to hear from you.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

Pontoon/Adecco is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive