Service Designer

Job Title: Service Designer
Salary: £60,000- £70,000
Location: Hybrid (1-2 days per week in London office)

We’re looking for a Service Designer who loves turning complex problems into simple, joined-up experiences . You’ll shape the end-to-end Electric Living journey, connecting digital products with hardware, data, installers and operations to create services that genuinely work for our customers. If you want real ownership, fascinating service challenges and the chance to see your work make a tangible impact, this could be the role for you

Here's what our Senior Service Designer had to say:

"“EV charging is a fascinating service design challenge because the customer experience is only as good as everything happening behind it. At Pod, you’ll get stuck into the whole service, from software and data to hardware, installers and operations. You’ll have real ownership, plenty of interesting problems to solve and the opportunity to help us define what brilliant service design looks like as we grow.”

‎What You'll Do:

Design end-to-end services: Create service blueprints, journey maps and personas that bring together the customer experience and everything happening behind the scenes

Connect the whole service ecosystem: Map the people, systems and processes behind key customer moments, from installer scheduling and back-office tools to charger hardware, software and data

Get close to our customers: Plan and run research with drivers, fleet managers, depot operators, installers and internal teams to understand their needs, behaviours and pain points

Turn insight into better experiences: Ideate, prototype and test new service concepts, using what you learn to iterate and improve them

Bring people together: Plan and facilitate workshops and collaborative design sessions that help teams understand problems, explore opportunities and align around solutions

Collaborate across disciplines: Work closely with product managers, engineers, designers and operations colleagues to make sure services balance customer needs, technical realities and business goals

Measure and improve: Track how services are performing, combining research, customer insight and data to identify opportunities for continuous improvement

Grow service design at Pod: Share tools, methods and ways of working with colleagues, helping us strengthen service design capability across Pod.

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What You'll Bring:

Hands-on service design experience: Around 2 to 4 years' experience in service design, or a related design role where you’ve had a strong focus on end-to-end services

Relevant industry knowledge: Experience in EV charging, fleet or depot operations, or a closely related environment such as energy, mobility or logistics

Experience designing complex services: You’re comfortable working in technology-led businesses where great customer experiences depend on hardware, software, data and operations working together

An end-to-end mindset: You understand what happens behind the scenes, including back-office systems, operational processes, field teams, partner handoffs and the constraints that can shape a service

A strong portfolio: You can demonstrate your service design process, showing how you’ve moved from research and insight through to concepts, testing and improved solutions

Practical design skills: You’re confident working with Miro and prototyping tools to make ideas tangible and easy to understand

Great facilitation and communication: You can bring different perspectives together, run effective workshops and confidently communicate your thinking to stakeholders

Ownership and curiosity: You’re comfortable taking responsibility for your work, navigating ambiguity and asking the right questions when things aren’t clear

Customer-centred thinking: You advocate for genuine customer needs while understanding the commercial, operational and technical realities of building a successful service

A desire to keep learning: You’re curious about new design approaches and emerging tools, including how AI can improve research, design and prototyping workflows

A collaborative approach: You’re positive, proactive and enjoy working closely with people from different disciplines to get to the best outcome.

It would be great, but isn't essential, if you also bring:

• Experience designing D2C, B2B SaaS or B2B2C services
• Knowledge of fleet charging, depot energy management or workplace charging
• An understanding of smart charging, energy tariffs or grid flexibility
• Experience working within a value stream, product squad or similarly cross-functional delivery model.