Pontoon Solutions
Service Designer
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Service Designer: Colleague Experience & CRM Transformation
Duration: 6 months, with potential for extension
Location: Edinburgh, 2 days per week onsite
Role Summary
Experienced Service Designer required to support a large-scale transformation programme focused on improving colleague experience, operational processes, and CRM-related systems.
The successful candidate will combine strong service design expertise with practical experience across operations, colleague experience, and CRM/platform transformation. They will work across complex stakeholder environments to understand current journeys and processes, identify pain points and opportunities, and translate user needs into practical service and system improvements.
A key element of the role is understanding how technology and system changes can enable colleague training, adoption, and operational change, applying design-led approaches to ensure systems and processes effectively meet colleague and business needs.
Key Responsibilities
- Apply service design methodologies to complex operational and technology transformation programmes.
- Map and understand existing colleague journeys, processes, and pain points.
- Identify opportunities to improve colleague experience, operational efficiency, and service delivery.
- Design improved experiences across people, processes, systems, and services.
- Support the design and implementation of changes to CRM and business-critical platforms.
- Explore how technical and system changes can enable colleague training, adoption, and change management.
- Translate colleague/user needs into clear and practical design requirements.
- Work collaboratively with business, operational, technology, and transformation stakeholders.
- Facilitate workshops, discovery activities, and journey/process mapping sessions.
- Develop service concepts and practical recommendations that can be implemented within a complex organizational environment.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Essential Experience
- Strong commercial experience as a Service Designer / Design Consultant.
- Proven experience delivering service design within complex transformation programmes.
- Experience working across colleague/employee experience and operational transformation.
- Strong understanding of CRM systems and/or business-critical platforms.
- Experience translating user needs into practical system and service requirements.
- Experience working with technology teams on platform or system transformation.
- Understanding of change, adoption, and colleague training within technology-enabled transformation.
- Strong stakeholder management skills, with the ability to work across business, operations, and technology teams.
- Strong facilitation, journey mapping, process mapping, and workshop skills.
- Comfortable working within large, complex organizations with multiple stakeholder groups.
Ideal Candidate Profile
The ideal candidate is a hands-on Service Designer who can bridge the gap between people, processes, and technology. They should be comfortable moving beyond research and conceptual design into practical transformation delivery, particularly where CRM/platform changes need to be adopted successfully by colleagues.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Strong candidates will demonstrate:
- Service design in complex enterprise environments
- CRM/platform transformation experience
- Colleague or employee experience design
- Operational/process improvement
- Technology-enabled change
- Change adoption and training considerations
- Strong communication and stakeholder engagement
- Ability to turn complex problems into actionable design solutions
TO APPLY
PLEASE APPLY WITH AN UP-TO-DATE CV
Candidates will ideally show evidence of the above in their CV in order to be considered.
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.
*Pontoon 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.
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.*
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London