Service Designer

Role overview

Join Deloitte’s UK Digital Services team within the Enabling Functions group as an Innovation and Service Designer. The team focuses on co-creating consumer-level digital experiences for employees, with the goal of helping people feel supported and motivated by the organisation. In this position, you will help drive the earliest stages of the product lifecycle, identifying opportunities and shaping new digital services that create measurable value for employees and the business.

You will also contribute to service support design for the current digital product portfolio as solutions move from MVP stage into broader scaling. The role is highly collaborative and involves working with Business Analysts, UX Designers, Product Managers, Solution Architects, Developers and Quality Engineers to validate ideas and improve experiences for more than 20,000 Deloitte employees.

What we are looking for

• Strong command of design thinking and practical experience with human-centered design approaches.
• Confidence in independently planning, running and delivering research activities.
• Excellent communication, listening, leadership and stakeholder influence skills.
• Ability to work independently and stay effective in uncertain or ambiguous situations.
• A strategic, outcome-focused mindset with an emphasis on value over pre-set solutions.
• Experience defining product direction and value propositions.
• Previous work in Agile environments.
• Ability to build commercial models that support business investment decisions.
• People management experience.
• Hands-on experience with service design methods and end-to-end design processes.
• Deep background in user experience, design research, service design and design strategy.
• Interest in creating new methods, practices and better ways of working.
• Creative problem-solving ability and a naturally curious mindset.

Key responsibilities

• Build and maintain the team’s opportunity roadmap using employee research, external market trends and business priorities.
• Develop working relationships with business teams and support early discovery work with key stakeholders.
• Manage stakeholders effectively by shaping expectations and influencing objectives, including work with senior leaders on future vision and priorities.
• Identify emerging opportunities and plan, qualify and carry out a range of research approaches.
• Lead workshops such as ambition sessions, research playback meetings, journey mapping and ideation sessions with stakeholders, employees and colleagues.
• Design and execute research activities using multiple techniques.
• Turn research findings into actionable insights and communicate employee needs through artefacts such as journey maps, service blueprints and personas.
• Partner closely with the Product Manager during the Solve phase to define the product proposition, vision, goals and MVP scope.
• Create commercial models that clearly show the cost-benefit rationale for proposed solutions.
• Coordinate the discovery process with the Product Manager and keep programme leadership informed of progress.
• Coach junior team members and help others in the organisation understand the value of human-centered design.

Benefits and perks

• Comprehensive health insurance covering both inpatient and outpatient care.
• International travel insurance for business and personal trips abroad.
• Employee Assistance Program with phone-based support for legal, financial and mental health guidance.
• Unlimited access to LinkedIn Learning and Udemy, along with broader learning and development opportunities.
• Baby Bonus and Compassionate Support Benefit.
• Up to 10 study leave days per year for exam preparation, exam attendance and professional licensing.
• A flexible working model with 3 office days and 2 work-from-home days.
• Access to a benefits platform where employees can choose options across wellness, spa, tourism, sports, culture, entertainment, interior design, furniture, technology, clothing, restaurants and more.
• Recognition of key occasions such as Appreciation Day, birthdays and New Year with gifts and celebrations.
• Potential for extra bonuses, including referral rewards, sales and cross-sales bonuses, professional license bonuses and employee awards.
• Exposure to experience gained across multiple offices.

Additional information

This role is based in Tirana, Albania and is a full-time onsite position. It is a critical leadership role within the Digital Services team and calls for someone ready to challenge conventional thinking while helping raise the standard of service and product design. The work style is agile and iterative, using design thinking to drive innovation and uncover opportunities.