Senior Service Designer

Thoughtworks is a pioneer in integrating experience design with agile software delivery. All of our designers are Experience Designers, working as part of multi-disciplinary teams that balance the critical thinking needed to understand complex problems with the discipline required to deliver high-quality, working software into the hands of our clients and their customers. Our designers creatively solve the right problems — not just the obvious ones — by deeply understanding user needs, business goals, and technical possibilities. At Thoughtworks, we collaborate closely to craft bespoke software and tackle the most challenging problems our clients face.

The service designer plays a strategic role in our researcher archetype, responsible for shaping the functioning of a service from end to end. This includes ensuring that the service is useful, usable, efficient and desirable, both for those who experience it and for those who provide it.

Job responsibilities

• Lead end-to-end service design processes — from discovery to implementation — using methodologies to uncover needs and design impactful service solutions.
• Collaborate with cross-functional teams to deliver key design artifacts, including journey maps, service blueprints, prototypes, wireframes, and design systems.
• Develop service offerings that bridge customer experience, product transformation, and digital transformation.
• Facilitate workshops and plan discovery and immersion activities to align business, product, and tech stakeholders.
• Apply qualitative and quantitative research methods to inform design decisions and validate hypotheses.
• Translate business goals into actionable design strategies and measurable service improvements.
• Prototype and test solutions to assess the impact of initiatives across multiple touchpoints.
• Communicate design deliverables clearly and align teams through visual artifacts and storytelling.
• Support and mentor less-experienced designers to embed service design practices within delivery teams.
• Represent Thoughtworks in the broader community through talks, webinars, and meetups, advocating for experience design.

Job Qualifications

Technical Skills

• You must have intermediate English.
• You're well versed in all things experience design with specialities in at least three additional areas such as user research, service design, digital product design, interface design, visual design or other design-related disciplines.
• You're comfortable leading and advising research activities on experience design projects, employing different methods such as contextual inquiry, moderated interviews, experiments, user testing, etc.
• You are an experienced storyteller able to clearly present your research methods and it's findings to your stakeholders.

Professional Skills

• You bring an inspiring, unique approach to product design and love facilitating client brainstorms and internal sessions with your team.
• You're happy to design solo or collaborate with designers/developers to create a wide range of experience design deliverables.
• You enjoy conducting user research to uncover insights, validate ideas, and inform design decisions throughout the product lifecycle.
• You understand the importance of stakeholder management and can easily liaise between clients and other key stakeholders throughout projects, ensuring buy-in and gaining trust along the way.
• A knack for communicating and defining project roles to your design teammates with the ability to build confidence in others.
• A passion for contributing to the growing experience design community at Thoughtworks through peer reviews, expanding design teams' understanding of group dynamics and ensuring consistency in the quality of design.
• We would love it if you shared a portfolio link that showcases your expertise in Digital products - Web and Mobile. Enterprise / SaaS Experience in your field is essential.
• Experience in Service Design is a strong plus — including the ability to map complex journeys, align stakeholders across touchpoints, and design end-to-end services that connect business goals with user needs.

Please share a portfolio link that showcases your expertise in digital products – web and mobile. Enterprise / SaaS experience in your field is preferred.

Other things to know

Learning & Development

There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.

About Thoughtworks

Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary.