3 jobs found

We're looking for a Senior Service Designer to join our London studio and play a central role in shaping how services are designed and delivered for our clients. This is a hands-on, senior role that spans the full service design lifecycle - from understanding the problem space and mapping service ecosystems, through to designing future-state experiences and supporting implementation. You'll work across multidisciplinary teams and directly with client stakeholders to drive real, measurable outcomes. Services today are increasingly shaped by the interplay between human and automated touchpoints - including AI-enabled pathways. At this level, you'll be expected to design for that complexity, bringing systems thinking and a user-centred lens to services that span digital and physical channels. Key Responsibilities Lead service design workstreams across discovery, definition, and delivery - ensuring rigour, clarity, and impact at every stage Map and analyse service ecosystems, identifying how users, processes, technology, and organisational structures interact to deliver (or hinder) value Translate research insights and identified opportunities into compelling service concepts, blueprints, and future-state journeys Apply systems thinking to design holistic, end-to-end services that balance user needs, business goals, and technical feasibility Design for services that blend human and automated interactions - including AI-assisted pathways - with clear escalation, quality, and governance considerations Facilitate workshops, co-creation sessions, and stakeholder alignment activities that build shared understanding and buy-in Collaborate closely with researchers, business designers, experience designers, and engineering teams to ensure seamless, integrated delivery Define and articulate design rationale, connecting service design decisions to measurable business and user outcomes Contribute to client relationships, presenting work with confidence and identifying opportunities to extend impact Support the development of more junior designers through mentoring, knowledge sharing, and leading by example Experience & Skills Approximately 5-8 years' experience in service design, ideally within a consultancy, agency, or complex product environment Strong expertise in core service design methods - including service blueprinting, journey mapping, ecosystem mapping, and stakeholder mapping Proven ability to synthesise research and complex information into clear, actionable insights and service concepts Experience designing across multi-channel services spanning digital, physical, and human touchpoints Comfortable facilitating workshops and co-creation sessions with diverse groups - from frontline teams to senior leadership Ability to connect service design decisions to business strategy and measurable outcomes Confident presenting to and influencing senior stakeholders, making the case for design-led approaches Strong understanding of accessibility and inclusive design as core service quality attributes, not afterthoughts Familiarity with modern design and collaboration tools (e.g., Figma, FigJam, Miro) and an openness to AI-augmented design workflows Experience working in agile, cross-functional delivery environments Excellent visual communication, storytelling, and facilitation skills Educational background in one or more of the following is valued but not essential: Service Design, Interaction Design, or a related design discipline Business, Strategy, or Management Psychology, Sociology, Anthropology, or Human-Computer Interaction

Senior Content Designer | Mostly remote (2 days per month on-site) | Manchester London Bristol Edinburgh | Fixed term 12 months We're recruiting on behalf of a major UK bank who are looking for an experienced Senior Content Designer to take ownership of content design in their business lending space - a fast-moving, high-complexity programme that directly shapes how businesses access finance. The opportunity This is a high-impact role where you'll lead content design across mid-size to complex lending projects, bringing a clear vision for how language can make regulated financial products feel simple and human. You'll operate as a genuine design partner - not someone brought in to tidy up copy at the end, but a senior voice shaping journeys, questioning structure, and influencing decisions from the start. You'll work fluidly alongside product designers, researchers, and stakeholders in a close-knit, creative team that takes the craft seriously. Day-to-day, that means pair writing, iterative reviews, and collaborative working - building patterns and consistency across a complex product landscape, grounded in data and user research. What you'll be doing Leading content design for complex lending journeys from scoping through to delivery, with clear accountability for quality and outcomes Acting as a design thinker - questioning flow, structure, and experience, not just refining words Grounding every content decision in user research, data, and testing to make complex financial products clear and inclusive Building and evolving content patterns, standards, and guidelines that drive consistency at scale Communicating the value and rationale of content decisions to a wide range of stakeholders and senior audiences Coaching and mentoring colleagues and contributing to a positive, collaborative team culture What we're looking for Strong UX writing and content design craft - this is essential. Pure marketing or copywriting backgrounds without product design experience won't be the right fit Experience delivering content design in complex, regulated environments - financial services, government, law, or tech all welcome Confident stakeholder manager - able to influence decisions, manage expectations, and present design rationale clearly Comfortable in fast-moving, fluid environments - iterating quickly, working collaboratively, and adapting as things change around you A portfolio that demonstrates clear, accessible, user-centred content solutions across complex journeys Experience writing for business customers is a plus, but not essential The package Salary Up to £65k national up to £75k London Contract 12-month fixed term, potential to extend Working pattern Remote-first, ~2 days/month on-site Office hubs: Manchester, London, Bristol, Edinburgh or Birmingham The location This is a remote-first role. Once settled in, you'll be expected on-site roughly 2 days per month at one of the team's UK hubs - Manchester, London, Birmingham Bristol, or Edinburgh. If you want to come in more often, the option is always there *Rates depend on experience and client requirements

As a User Researcher you will: Work with Service/Product Managers to devise appropriate research strategies to generate focused insights to inform service development Plan, design and conduct in-house research to test new service ideas (including user requirement gathering, early - stage concept and prototype testing, guerrilla research and usability testing sessions) Design, script and analyse quantitative surveys Manage qualitative/quantitative research projects such as proposition development, visual identity and customer experience mapping Present findings, recommendations and customer insights to senior decision makers Manage day-to-day operations with usability and market research partners, with accountability for schedules, value for money and deliverables Deliver a consistent user experience across a broad range of digital products and services Contribute to the continuous development and enhancement of products and services Mentor and/or line manage Junior User Researchers where necessary Participate in the wider user research community (outside of Mercator), building relationships with other User Researchers and identifying best practices that we can adopt Knowledge/experience You will need: Proven experience of a range of usability testing methodologies to reveal actionable customer insights and gather user needs for web - based services Proven experience of creating research strategies/approaches Proven experience of managing, executing and analysing usability test sessions, and facilitating workshops Excellent analytical and problem-solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence Proven ability to explain user needs to decision makers and act as a persuasive advocate for those needs Extensive knowledge of human factors, ethnography, and the user-centred design process for products and services in an iterative development environment Demonstrable knowledge, experience in, and passion for user centred design practices Proven experience of audience modelling and developing design personas Experience across web content, tools and transactional services, especially those with complex user journeys (involving development of a logical sequence of steps to complete transactions) Ability to work with data, from gathering and analysis through to design and presentation Ability to mentor other User Researcher(s) Excellent interpersonal skills and the ability to quickly develop strong working relationships in high pressure environments Experience of working in an agile development environment with Designers, Business Analysts and Developers to create new digital products and services Experience of identifying the needs of users with accessibility requirements Applicants must have the right to work in the UK and the ability to pass BPSS vetting