Purpose of Position
Are you looking to drive meaningful change across how products, teams, and services come together to deliver great experiences? We're seeking a Senior Service Designer to join Awin in our mission to help customers grow their business online. You'll play a vital role within the UX team, shaping how end-to-end services are designed across Awin. Working closely with Product, Engineering, Customer Success and Commercial teams, you'll help embed service design thinking across the organisation. From discovery through to delivery and continuous improvement you'll ensure our experiences are connected, efficient, and built around real customer needs. Our team is a bunch of lovely, smart, and dedicated humans. And we offer some great benefits too!
What You'll Be Responsible For
- Driving end-to-end service design across key Awin journeys (e.g. onboarding, activation, support), connecting product experiences with operational processes and customer interactions
- Leading discovery and service design activities, using research, journey maps, blueprints, and workshops to uncover pain points, align teams, and identify opportunities, that create clarity and drive action
- Working closely with Product, Design and Engineering teams to shape joined-up, scalable solutions and help translate service design into changes that can be delivered and implemented
- Helping reduce friction across services, improving handoffs, simplifying journeys, and making it easier for teams to deliver a better experience
- Partnering with Customer Success, Support, and Commercial teams to ensure real world service delivery is reflected in design decisions and that improvements are workable in practice
- Setting service design standards and ways of working, helping embed service design thinking across the organisation
- Communicating service insights and design decisions clearly, using storytelling and facilitation to help teams and stakeholders make informed decisions
- Championing user-centred and evidence-based design, ensuring decisions are grounded in research and real customer needs
Your Skills
- Experience as a Senior or Lead Service Designer is a must.
- Significant hands-on experience working across complex, multi-touchpoint services
- Expertise in core service design methods, including: journey mapping, service blueprinting systems and ecosystem thinking
- Ability to connect product, process, people, and technology, and spot the organisational or operational issues behind customer pain points (not just product or UX problems)
- Strategic mindset, able to zoom out to systems-level problems and zoom in to drive practical, deliverable improvements
- Experience working with agile cross-functional teams and influencing stakeholders across Product, Engineering and other functions
- Confidence facilitating workshops and collaborative sessions
- Clear communication skills, with the ability to turn complex services into simple, useful narratives and recommendations
- Commitment to mentoring and enabling others, helping teams adopt service design thinking and improve how they work
- A working knowledge of accessible design and comfort using tools (e.g. Figma, FigJam, Miro) to map services, collaborate, and communicate ideas
Our Offer
- Flexi-Week: We prioritise your mental health and wellbeing by offering you a four-day Flexi-Week (with one lighter or completely disconnected day per week) at full pay, with no reduction to your annual holiday allowance.
- Flexi-office: We offer an international culture and flexibility through our hybrid/remote working scheme which is designed to foster a culture of mutual trust and working flexibility.
- Work Expense Contribution & Remote Working Furniture: You will receive a monthly allowance to cover part of your running costs, as well as a furniture package to support you in setting up a comfortable workspace when working from home.
- Health and Wellbeing: With our support and access to various initiatives and sports offers, you can focus on your mental and physical wellbeing.
- Development: We've built our extensive training suite, Awin Academy, to cover a wide range of skills that support your professional and personal growth, with trainings conveniently packaged to help your overall development.
- Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer recognition programme.
We are hiring in multiple countries for this role. Additional benefits, including health and wellbeing offerings, will be discussed during the initial interview.
Established in 2000, Awin is proud of our dynamic, social and inclusive culture.
Like all businesses, we've had to adapt and nurture our culture in a virtual environment. Our virtual 'Life @ Awin' hub brings our colleagues from across the globe together for various social activities.
Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world's leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.
Awin is part of the Axel Springer group. Learn more at axelspringer.com/en/, and explore the Axel Springer Essentials here: axelspringer.com/en/inside/the-essentials-what-we-have-adapted-and-why
Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.
