Senior Service Designer

We are looking for a Senior Service Designer with strong experience across UX research, discovery, service design, and UI design, focused on improving the subscription lifecycle experience across the Client's platform. This role supports the evolution of the Subscription Management Portal (SMP) and the broader subscription journey, helping customers manage subscriptions, billing, payments, renewals, and self-service interactions end-to-end. 

Role description

You should be capable of leading discovery phases to identify customer needs, pain points, business opportunities, and service improvements across complex product and operational environments. Strong focus on translating research and systems thinking into clear service design artefacts, improving customer journeys, and supporting product delivery through strong UI design and prototyping in Figma. 

This role works closely with Product Management, especially within the Subscription & Lifecycle domain, helping shape a scalable experience that directly impacts retention, expansion, self-service adoption, and cost-to-serve. 

About the project

Our client's platform offers global e-commerce and subscription billing solutions that help companies build long-term customer relationships and grow revenue. With its flexible, cloud-based billing and monetization platform, it integrates seamlessly with client systems, simplifies subscription business models, and delivers an optimized online customer experience.

Requirements

• Strong experience in Service Design, UX Design, or Product Design with a focus on research and discovery.
• Expertise in qualitative and quantitative UX research methods, including user interviews, stakeholder interviews, workshop facilitation, usability testing, and insight synthesis.
• Proven experience creating service blueprints, customer journey maps, ecosystem maps, stakeholder maps, workflows, and end-to-end service flows. 
• Ability to connect customer experience with business processes, operational realities, and product delivery.
• Strong UI and interaction design skills, including wireframes, user flows, prototypes, and high-fidelity designs.
• Hands-on experience with Figma and collaborative design workflows.
• Experience working cross-functionally with Product, Engineering, Customer Success, Commercial teams, and leadership stakeholders, within a product team set-up. 
• Strong communication, facilitation, and stakeholder management skills.
• Ability to balance strategic thinking with execution and delivery support .

Nice to Have

• Experience in SaaS, ecommerce, subscriptions, payments, or B2B platforms.
• Experience designing both customer-facing products and internal operational tools.
• Familiarity with design systems and scaling design practices across teams.
• Experience working in complex service ecosystems with multiple stakeholders and touchpoints.