Senior Service Designer

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Job reference 341371
Senior Service Designer
Competitive salary plus car allowance, healthcare, 18% annual bonus potential, 25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates
Permanent, Full time
Royal Mail Farringdon x 3 days a week in office

Senior Service Designer, Design, Product and UX

Royal Mail is changing how we serve our customers, and the role of design has never been more important in shaping how we do that. We are in the most significant period of transformation in our 500-year history, rebuilding the services that millions of people rely on every day. To do that well, we need exceptional designers who can connect strategy with delivery, bring people along with evidence and clear thinking, and set standards that elevate the work of everyone around them.

We are looking for an exceptional Senior Service Designer to lead the design of our most impactful journeys and influence how service design is practised across our growing design team. If you thrive at the intersection of customer insight and operational delivery, and want to shape work that matters to millions of people across the UK, we would love to hear from you.

About the Role

As Senior Service Designer, you will take full ownership of end-to-end service design across Royal Mail's most important consumer touchpoints, including tracking, redelivery, and Out of Home (lockers and pick-up/drop-off points). You will work across product, engineering, CX and operations, ensuring services are seamless, joined-up and result in successful outcomes for our customers.

This role is both practitioner and practice lead. You will set the quality benchmark for service design across the team, coaching colleagues, defining standards, and influencing product backlogs and delivery teams.

What You'll Be Doing

At its core, this role is about designing services that connect people, platforms and processes to serve customers better.

Experience vision and direction

• Define and communicate a clear north star vision for the end-to-end customer experience, articulating what the ideal service looks and feels like across every touchpoint and channel.
• Translate that vision into a roadmap that product, engineering, operations and CX can orient around, ensuring teams working on different parts of the journey are moving in the same direction.
• Work cross-functionally to help the organisation get there: influencing backlogs, challenging decisions that pull against the vision, and building the shared understanding needed to deliver joined-up change.

Service blueprinting

• Build and maintain service blueprints that connect customer-facing experience (tracking notifications, redelivery options, OOH collection) with the backstage processes, systems and teams that deliver it.
• Map frontstage and backstage together: what the customer sees at each step, what the driver, depot and partner systems need to do behind the scenes, and where handoffs, manual workarounds or missing data cause the service to fail.
• Develop current-state and future-state flows, identifying the gaps and operational changes required to ensure services work reliably at scale.

Research and insight

• Conduct qualitative and quantitative research and translate insight into clear service requirements, SLAs and design priorities that product and engineering teams can act on.
• Help guide the work of Business Analysts and Product Managers by specifying the customer experience changes that matter most, for example: locker availability standards, redelivery confirmation timelines, or tracking accuracy thresholds.

Multi-channel service design

• Lead multi-channel service design across digital, Out of Home and physical touchpoints, mapping happy and unhappy paths with clear, practical solutions.
• Design how channels work together end-to-end, ensuring a joined-up experience across the full range of customer surfaces.
• Build rough prototypes and concept mock-ups to test and validate ideas with stakeholders before committing to detailed design.

Facilitation and stakeholder alignment

• Lead workshops with Product, Engineering, Design, CX, Operations and other service stakeholders, surfacing constraints and driving coordinated cross-team delivery.
• Advocate for user needs through compelling evidence and storytelling, building the trust and relationships needed to drive change in complex stakeholder environments.

AI-enabled practice

• Configure and manage AI agents within the service design domain to accelerate artefact generation, including service blueprints, journey maps and ecosystem diagrams.
• Apply AI tools with critical judgement, evaluating outputs for accuracy and strategic value to ensure they augment rather than replace human understanding of customer and operational needs.

Practice standards and measurement

• Define quality standards for service design across the team, covering blueprints, journeys and research outputs.
• Drive cross-team engagement and implement clear measurement, including service KPIs, to track the impact of design on customer satisfaction and business outcomes.

About You

You will bring deep service design expertise and the resilience needed to drive meaningful change at scale in a complex organisation.

Essential Experience and Skills

• Expertise in service design with a track record of delivering customer-centred design at scale in a service-led organisation (such as logistics, utilities, retail or telecoms), where design must drive operational and organisational change, not just product decisions.
• Strong background in qualitative and quantitative research, with the ability to translate insight into clear service requirements, SLAs and design priorities.
• Proven experience applying service design methods including service blueprinting, Jobs-to-Be-Done, Value Proposition Design and experience mapping, across complex physical-digital environments.
• Strong facilitation skills, designing and leading workshops with mixed-discipline stakeholders using digital tools (Mural, Figma) and in-person methods.
• Strong stakeholder management, with the ability to influence senior product, technology and commercial leaders.
• Familiarity with AI tools and agent-based workflows, applied responsibly and with critical evaluation of outputs.
• Solid understanding of accessibility considerations, ensuring services work for the full range of Royal Mail customers, including those with access needs.
• Comfortable working with agile and iterative delivery methodologies in large, complex organisations.
• A track record of delivering measurable improvements to customer experience and digital performance.

Personal Attributes

• Strategic and systems thinker, comfortable holding the big picture and the operational detail at the same time.
• Skilled at working across organisational boundaries, building the shared understanding that makes cross-functional delivery possible.
• Confident presenter and storyteller, able to make a compelling case to senior stakeholders.
• High resilience and adaptability in fast-moving, ambiguous environments.
• Rigorous but pragmatic, knowing when to go deep and when to move forward

Extra Benefits

• Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
• Supportive and generous company sick pay
• Funded Dental – As a manager you are eligible to a level of employer funded dental insurance*
• Health Assessment – As a manager you are eligible to an employer funded health assessment every 2 years*
• Benefits Account – You will have access to your personal benefits account on our ‘My Bundle+’ platform. There are more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.
• Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.

Next Steps

To apply, please submit your CV alongside a portfolio that demonstrates your service design work. Your portfolio should evidence how you have applied service design practices to positively impact customer and business outcomes.

Shortlisted candidates will be invited to a face-to-face interview with the Design Director, comprising a pre-prepared design task and competency and capability questions. To help you prepare, we will provide your interview questions in advance.

We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you. (delete if essential criteria only)

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.

We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.

For more information on Royal Mail Group and our values please click here:

Closing Date: . 30th July 2026 Please note, this advert may close early if the appropriate number of applications has been reached.

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