Senior Service Designer

Summary

Join Thoughtworks as a Service Designer and play a strategic role in shaping the functioning of services from end to end, ensuring they are useful, usable, efficient, and desirable. Lead end-to-end service design processes, collaborating with cross-functional teams to deliver key design artifacts. Develop service offerings bridging customer experience, product transformation, and digital transformation. Facilitate workshops and apply research methods to inform design decisions. Prototype and test solutions, communicate deliverables effectively, and mentor less-experienced designers. Represent Thoughtworks in the broader community, advocating for experience design. Thoughtworks offers a supportive and collaborative environment with opportunities for professional development.

Requirements

• You must have intermediate English
• You're well versed in all things experience design with specialities in at least three additional areas such as user research, service design, digital product design, interface design, visual design or other design-related disciplines
• You're comfortable leading and advising research activities on experience design projects, employing different methods such as contextual inquiry, moderated interviews, experiments, user testing, etc
• You are an experienced storyteller able to clearly present your research methods and it's findings to your stakeholders
• You bring an inspiring, unique approach to product design and love facilitating client brainstorms and internal sessions with your team
• You're happy to design solo or collaborate with designers/developers to create a wide range of experience design deliverables
• You enjoy conducting user research to uncover insights, validate ideas, and inform design decisions throughout the product lifecycle
• You understand the importance of stakeholder management and can easily liaise between clients and other key stakeholders throughout projects, ensuring buy-in and gaining trust along the way
• A knack for communicating and defining project roles to your design teammates with the ability to build confidence in others
• A passion for contributing to the growing experience design community at Thoughtworks through peer reviews, expanding design teams' understanding of group dynamics and ensuring consistency in the quality of design

Responsibilities

• Lead end-to-end service design processes — from discovery to implementation — using methodologies to uncover needs and design impactful service solutions
• Collaborate with cross-functional teams to deliver key design artifacts, including journey maps, service blueprints, prototypes, wireframes, and design systems
• Develop service offerings that bridge customer experience, product transformation, and digital transformation
• Facilitate workshops and plan discovery and immersion activities to align business, product, and tech stakeholders
• Apply qualitative and quantitative research methods to inform design decisions and validate hypotheses
• Translate business goals into actionable design strategies and measurable service improvements
• Prototype and test solutions to assess the impact of initiatives across multiple touchpoints
• Communicate design deliverables clearly and align teams through visual artifacts and storytelling
• Support and mentor less-experienced designers to embed service design practices within delivery teams
• Represent Thoughtworks in the broader community through talks, webinars, and meetups, advocating for experience design

Preferred Qualifications

• We would love it if you shared a portfolio link that showcases your expertise in Digital products - Web and Mobile. Enterprise / SaaS Experience in your field is essential
• Experience in Service Design is a strong plus — including the ability to map complex journeys, align stakeholders across touchpoints, and design end-to-end services that connect business goals with user needs
• Please share a portfolio link that showcases your expertise in digital products – web and mobile. Enterprise / SaaS experience in your field is preferred

Benefits

• There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you
• But we also balance autonomy with the strength of our cultivation culture
• This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow
• We see value in helping each other be our best and that extends to empowering our employees in their career journeys