Service Designer

Postgraduate degree
Functional areas
This job is no longer available
The Role

PwC is evolving it's approach to business transformation by bringing in experience strategy, design, and user experience (UX) capabilities. We believe that providing a combined approach incorporating business, experience and technology is essential to delivering successful transformative outcomes for our clients. This new team will benefit from working closely with our established business strategists and technologists throughout the firm, gaining access to leading clients globally. PwC has recently appointed a new CXO (Chief Experience Officer) to its Consulting practice, to evolve the firm’s approach.

We therefore have a new exciting opportunity available for a Service Designer with previous agency experience , relevant client-side (public or private sector), or consultancy experience to join its growing London-based experience team. The ideal candidate will:

  • Be an experienced Service Design practitioner and a recognized thought leader, with a portfolio of relevant and recent product and service design work for leading national/international brands

  • Be a strong design generalist with theoretical knowledge, and practical experience related to information-, interaction-, and visual-design across a variety of devices, touch-points, and experience domains

  • Be well-versed in a wide variety of modern design research methods (e.g., ethnographic)

  • Have demonstrable experience helping global brands design and deliver digital products and services

  • Have a strong desire to co-create (with clients and internal teams), and experience working in this way

  • Have a keen eye for detail, a strong visual design aesthetic, and at least 1 fine art specialty or advanced interest (e.g., photography, illustration)

Key Responsibilities
  • Able to demonstrate mastery of Service Blueprints

  • Able to apply the methods, tools, and techniques used to create and visualize them

  • Able to explain these skills to colleagues and clients

  • Well-versed in either Design Thinking or MG Taylor

  • Ability to navigate a variety of legacy UX tools (e.g., Axure, Omnigraffle, etc.)

  • Working knowledge of Adobe CC, Sketch and Invision

  • Working knowledge of at least 2 rapid prototyping tools

  • Confident verbal and visual communicator

  • A natural problem solver, and an all-around cool person

About you

We’re looking for energetic, passionate Service Design practitioners who enjoy sweating the details - working across devices and touch-points – to design and deliver bold work for our brave clients across the UK. Reporting to the Chief Experience Officer, you’ll be a key part of the London-based Experience team working hard to put the customer at the centre of everything that you do (and you’ll challenge our clients and their teams to do the same), and bringing propositions, products and services, and ‘the art of the possible’ to life.

About your day-to-day
  • Conduct the primary research (qualitative and quantitative) necessary to create Service Blueprints

  • Quickly formulate hypotheses based on insights (from primary research) and intuition (experience) related to pain-points, expectancy gaps, and moments of truth in the customer experience

  • Design and facilitate multi-disciplinary co-creation workshops at different points throughout the product- and service-design lifecycle to explore these hypotheses

  • Model journeys quickly (today, tomorrow) to identify opportunities (ideas and concepts) to test hypotheses

  • Work with UX designers to rapidly prototype concepts and ideas

  • Support business development through participation in proposals and client meetings

  • Support practice development, through design leadership, mentoring and coaching

Our Competencies

Our people need to demonstrate a defined set of core skills and behaviours. We refer to these as the PwC Professional. They're integral to who we are as a firm and form the basis of our people appraisal process. We will also assess you against them within our recruitment process to benchmark your own skills and behaviours. We recommend you visit the below web page to find out more about our global core competencies and to consider how your own experiences will align against them. This will help you through the recruitment process with us.


In Consulting we deliver practical, far-sighted advice that gets straight to the heart of clients’ business issues and delivers amazing results by helping our clients improve the way they operate, reduce costs, manage risks, leverage talent or fundamentally change the way they do business, the work you do will be all about helping organisations of all shapes and sizes work smarter and grow faster. You could find yourself working with household names in a diverse range of industries – everyone from big-name broadcasters and high-street banks to multinational telecoms operators and energy companies.

The skills we look for in future employees

All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, ‘The PwC Professional’ and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships.

Learn more here


We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool, as well as those who reflect the diverse nature of our society. And we aim to encourage a culture where people can be themselves and be valued for their strengths. Creating value through diversity is what makes us strong as a business and as an organisation with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.

Learn more here

Job information

Firm: PwC

Location: London

Education: Postgraduate degree

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