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Senior Service Designer

Posting Country:  United Kingdom
Date Posted:  14-May-2022
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Title: Senior Service Designer
Location: London Paddington

The Group Design Studio is a global Centre of Excellence providing Vodafone Group and local markets with strategic design guidance and with a vision to “design innovative experiences people love and connect with”. We strive for experience excellence using the double diamond design methodology and principles. The team collaborates with product, marketing, and technology to increase the value we bring to both our customers and our business.

You will be part of the Research and Service Design Team, working alongside user experience researchers.  The successful candidate will work closely with UX and UI designers, product owners and managers, and leaders in digital, customer operations, and consumer services globally.
Your role will be to support Vodafone Group, our Operating Companies and occasionally partner markets in the practical application of Design thinking and Service Design. The overall aim is to support teams in creating experiences which truly meet our customers’ needs and in turn, benefit the business too.

You Will:
• Identify opportunities to apply service design and design thinking AND drive their application by influencing and educating stakeholders and promoting these areas internally.
• Lead, plan, co-ordinate, execute and deliver service design activities and end-to-end projects, personally and/ or manage others to do the same (e.g. external agencies).  (Example activities include, but are not limited to, relevant user research, journey mapping, co-creation techniques, facilitating workshops, service design blueprinting).
• Make recommendations on appropriate user research methodologies (for example, but not exclusively in the discover and design phases) and lead, plan, co-ordinate, execute and deliver relevant user research, personally and/or manage others to do the same (e.g. external agencies).
• Write briefs, proposals, plans and strategies; select and manage appropriate suppliers; manage process, timelines, resources and budgets for projects; define, shape, prepare deliverables in line with project objectives and disseminate outputs.
• Act as a subject matter expert for Service Design and Design Thinking by upskilling and/ or training colleagues in these areas, engaging our global community of UX researchers and service designers, and ensuring we keep up with innovations and learnings in these areas.


We would like you to have:
• Significant practical experience in a Service Design role, with knowledge of existing and emerging service design and design thinking methods and tools; ideally agency and industry experience.
• Experience of personally running and/or managing others on user research projects.
• Ability to analyse and understand data, pull out key insights, disseminate them in a compelling way and use them (and encourage others to use them) to drive decision making.
• Strong project management skills with the ability to manage several projects at once; exceptional communication skills (in verbal, written and formal presentation formats).
• Strong interpersonal and collaboration skills, with the ability to manage large groups of stakeholders from different disciplines and varying levels of seniority; the ability to deal with ambiguity and the ability to persuade.
• An understanding of agile methodology.


You must have:
• Degree level qualification in a relevant discipline AND/ OR
• Considerable practical experience in Service Design, and able to demonstrate this experience.
• Sound knowledge of Design Thinking and User-centred Design


What’s in it for you?
• 28 days holiday (with the option to buy or sell 5 days) plus public holidays
• Flexible working
• Pension matching scheme of up to 10%
• 5 paid days leave for charity projects
• MyChoices portal - cycle to work scheme, 100’s of retail discounts, shares and salary sacrifice schemes
• Vodafone family and friends discount
• Interest free commuter loan
• Access to Vodafone University and LinkedIn Learning


Please note that for this vacancy we can only consider candidates with current right to work in the UK.




Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.