Service Designer - City of Edinburgh - Pontoon

    Pontoon
    Pontoon City of Edinburgh

    18 hours ago

    Description

    Job Title: Service Designer

    Location: Edinburgh

    Pay Rate: £600 - £700 per day via Umbrella

    Contract Length: 6 months (potential extension)

    Hybrid Working: On-site twice per week (Wednesday & Thursday)

    About the Organisation


    Our client is a large, customer‑focused financial services organisation undergoing a significant digital transformation. With millions of customers across the UK, they are investing heavily in digital platforms, services, and people to deliver seamless, multi‑channel experiences that meet the needs of modern customers.

    Who We're Looking For


    We're seeking an experienced Senior Service Designer to lead the creation of seamless digital experiences, champion user‑centred design, and help advance service design practices across the organisation.

    About the Role


    As a Lead Service Designer, you'll work within a multidisciplinary team of designers, researchers, and strategists across a wide range of initiatives.

    Desired Skills

    • Needs definition
    • Journey mapping
    • Service blueprinting
    • Storytelling
    • Facilitating workshops
    • Applying design thinking methods
    • Using evidence and insight to influence stakeholders

    You'll be passionate about your craft and enjoy developing others—whether that's advocating for service design within product teams, shaping new ways of working, or helping evolve design maturity across the organisation.

    Responsibilities

    • Working effectively within agile teams to uncover priorities, visualise outcomes, and define scope
    • Facilitating workshops and discussions to ensure business context, risks, and needs are well understood
    • Communicating clearly with stakeholders to manage expectations and incorporate multiple perspectives
    • Researching and documenting current‑state services and articulating future‑state experiences
    • Leading others to make strong design decisions and champion the user perspective
    • Coaching and mentoring colleagues to support their development
    • Collaborating closely with designers, product owners, and engineers
    • Contributing to the wider design community by sharing knowledge and embedding design principles

    Skills & Experience Required

    • Proactive, driven mindset with a focus on continuous improvement
    • Strong relationship‑building skills and the ability to work credibly with senior stakeholders
    • Confidence to challenge constructively where appropriate
    • Calm, resilient approach under pressure with strong risk awareness
    • Innovative problem‑solving skills and the ability to bring others on the journey

    Additional Desired Qualifications

    • Excellent communication skills across technical and non‑technical audiences
    • Experience applying research methods to inform design decisions
    • Strong expertise in design thinking and confident facilitation skills

    If you're excited by this role but don't meet every requirement, we encourage you to apply—we'd love to hear from you.

    Candidate Experience


    We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

    Follow‑up


    Please be advised: if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

    About Pontoon/Adecco


    Pontoon/Adecco is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.


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