North Highland is a change and transformation consultancy helping businesses turn strategy into lasting solutions. The Service Experience Designer will support a telecommunications business transformation by translating complex objectives into user-centred experiences for employees and customers. The role includes service design, research, workshop facilitation, stakeholder collaboration, and creation of delivery artefacts.
Lead or contribute to end-to-end service design activities, including discovery, journey mapping, service blueprinting, and prototyping
Conduct research and discovery sessions to understand stakeholder needs and user pain points
Facilitate workshops with senior stakeholders to align on design direction and transformation goals
Create clear, compelling design artefacts and documentation that enable delivery teams to execute effectively
Work collaboratively with British Telecom stakeholders on a day-to-day basis to understand requirements and manage expectations
Identify risks, blockers, and opportunities, communicating these clearly to project leadership
Contribute to a supportive pod environment, whether mentoring junior team members or learning from experienced designers
Maintain quality and delivery standards in line with service design best practices
Qualification
Required
Applicants must be authorized to work in the United Kingdom, without the need for visa sponsorship by North Highland. Work visa sponsorship will not be provided, either now or in the future, for this position
Preferred
Proven experience in service or experience design, either in-house within large organisations or within a consultancy environment
Demonstrated track record working on enterprise transformation initiatives, particularly within complex B2B or B2C environments such as telecommunications
Strong facilitation skills and confidence running workshops with senior-level stakeholders
Excellent documentation and stakeholder communication abilities
Ability to work independently and take ownership within a defined managed-service or statement-of-work delivery structure
Benefits
Hybrid working basis
North Highland helps businesses move from strategy to reality, taking a pragmatic and practical approach to build solutions that work and create impact that lasts.
