Service Design Consultant|CX journey- UK Based - Outside IR35 - Outcome based

Gigged.AI is an open talent marketplace specialising in the IT and technology sector. We have an opportunity live at the moment looking for for a Service Design Specialist - CX Journey

All proposals will be reviewed on the Gigged AI platform. In order to send a proposal please head to www.gigged.ai and create a free talent profile and apply

Please ensure your CV is attached to the proposalService Design Specialist - CX JourneyIR35: Outside (pending final determination)

Location: UK, remote - occasional travel to key meetings

Duration: open to guidance (estimated 6-8 weeks), outcome based role so full autonomy on how the work is delivered.

About the Role

We is seeking an experienced Service Design Partner to help transform and improve the effectiveness, consistency, and overall experience of its customer service operations across multiple channels.

This engagement will focus on applying service design principles to understand current customer and colleague experiences, identify pain points, and prototype improved service models. The goal is to design customer-centred, efficient, and scalable services that better support learners, centres, and partners while aligning with our organisational values and brand.

Key Objectives

You will:

• Develop a deep understanding of current customer service journeys, interactions, and operational challenges
• Identify key “moments that matter” across customer and colleague touchpoints
• Apply service design methods to improve:
• Customer experience
• Service consistency
• Operational efficiency
• Design and test future-state service concepts that deliver better outcomes for customers and staff
• Create shared service design artefacts and standards to enable cross-functional collaboration
• Build organisational capability and confidence in service design approaches

Scope of Work

• Review existing customer service processes, policies, and performance data
• Engage stakeholders through interviews, workshops, and observation (including frontline teams, managers, and customers where appropriate)
• Map current-state service journeys and develop service blueprints
• Identify friction points, inconsistencies, and unmet needs
• Co-design and document future-state service concepts, including:
• Improved customer journeys
• Clear roles, responsibilities, and handoffs
• Supporting tools, guidance, and behaviours
• Establish reusable service design artefacts and standards
• Design and run low-fidelity experiments and prototypes (e.g. scripts, journey flows, service principles)
• Produce practical outputs that teams can adopt and iterate on
• Provide recommendations for scaling and embedding improvements

Ideal Candidate

You are a seasoned service design professional with experience delivering complex, user-centred transformation work. You are comfortable working across teams, facilitating workshops, and turning insight into actionable change.

You bring:

• Proven experience in service design, ideally within customer service or operational environments
• Strong facilitation and stakeholder engagement skills
• Experience mapping journeys and creating service blueprints
• Ability to translate research into practical, testable solutions
• A collaborative and pragmatic approach

Deliverables

• Current-state journey maps and service blueprints
• Insight reports highlighting key pain points and opportunities
• Future-state service designs and prototypes
• Practical tools, artefacts, and design standards
• Recommendations for scaling and embedding improvements