Senior Service Designer (Hiring Immediately)

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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.