Senior Service Designer

£50,000-£54,000 per annum (depending on experience)

The role

Energy Saving Trust is looking for an experienced Senior Service Designer to establish and lead practical service design across our Operations team.

This is a new, influential role with the opportunity to shape how we design and improve complex, multichannel services. Your initial focus will be Business Energy Scotland, working with knowledgeable and committed colleagues to improve customer journeys, strengthen operational delivery and prioritise the changes that will make the greatest difference.

You will combine strategic thinking with hands-on delivery; using research, service mapping, co-design, prototyping and testing to turn customer needs and operational insight into accessible, sustainable and effective services.

The team

You’ll join our Operations team, working with our Service Owner and colleagues in Business Energy Scotland. We are a busy, knowledgeable team helping organisations improve energy efficiency and reduce carbon emissions.

This is a collaborative environment where service design, programme delivery, digital, data, technology, marketing and evaluation come together to improve the experience of customers and colleagues. You’ll bring specialist design leadership to the team, helping turn insight and ideas into clear priorities, practical solutions and measurable improvements.

You’ll also play an important role in growing service design capability across Energy Saving Trust, coaching colleagues, sharing effective methods and helping us build inclusive, accessible and sustainable services across digital, telephone and offline channels.

What you will do

• Lead end-to-end service design and improvement across digital, telephone and offline channels.
• Plan and deliver discovery, stakeholder research, co-design workshops, journey mapping, service blueprints, prototyping and testing.
• Bring together user research, service feedback, operational data and colleague insight to define problems and challenge assumptions.
• Help teams prioritise improvement opportunities and develop clear, evidence-based roadmaps.
• Translate complex services into accessible visual outputs, recommendations and decision records.
• Design inclusive and accessible services that consider customers who may experience barriers.
• Work iteratively with multidisciplinary teams to define testable hypotheses and minimum viable improvements.
• Coach colleagues, share practical tools and strengthen service design capability across Energy Saving Trust.
• Collaborate with teams across operations, digital, data, technology, marketing and evaluation.

What you will bring

You will have substantial experience of leading strategic service design for complex, multichannel services, alongside the confidence and practical skills to deliver the work yourself.

You’ll also bring:

• Strong experience of journey mapping, process mapping, service blueprinting, co-design, prototyping and testing.
• The ability to analyse and synthesise qualitative and quantitative evidence.
• Experience developing practical design approaches that reflect organisational goals, policy, technology, risk and operational constraints.
• A strong understanding of inclusive, accessible and ethical service design.
• Excellent facilitation, communication and stakeholder-management skills.
• Experience working with agile design and development teams.
• The ability to influence, coach and mentor colleagues across professional and organisational boundaries.
• A collaborative approach and the confidence to constructively challenge established thinking.

Experience within public, third-sector, advisory or regulated services would be valuable. Knowledge of business energy efficiency, decarbonisation, contact centres, customer relationship management systems or case-management services would also be welcome, but it is not essential.

Don’t meet every criterion? We’d still love to hear from you. We’re a learning organisation, and we’ll support you to build the skills and experience you need to succeed in the role. Every application is considered on its merits, so please don’t rule yourself out. Some of our most capable colleagues at EST didn’t tick every box when they applied either.

For more information, please see the job description

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