Job Description:

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 organisational environment.

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 organisations 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.

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.