Senior Service Designer

Description

Why Faculty?

We established Faculty in 2014 because we thought that AI would be the most important technology of our time. Since then, we’ve worked with over 350 global customers to transform their performance through human-centric AI. You can read about our real-world impact here .

We don’t chase hype cycles. We innovate, build and deploy responsible AI which moves the needle - and we know a thing or two about doing it well. We bring an unparalleled depth of technical, product and delivery expertise to our clients who span government, finance, retail, energy, life sciences and defence.

Our business, and reputation, is growing fast and we’re always on the lookout for individuals who share our intellectual curiosity and desire to build a positive legacy through technology.

AI is an epoch-defining technology, join a company where you’ll be empowered to envision its most powerful applications, and to make them happen.

About the role

As a Senior Service Designer at Faculty, you will design complex service ecosystems across dynamic client environments, balancing user needs with strategic commercial goals within our Applied AI division. Operating at the heart of client engagements, you will map intricate user journeys, construct systemic service blueprints, and lead cross-functional alignment. By shaping multi-channel services, facilitating high-impact workshops, and guiding seamless handover processes, you will transform complex organisational challenges into innovative, scalable solutions that build lasting client capabilities.

What you'll be doing:

Leading complex user research initiatives across client engagements and synthesising findings into strategic, actionable recommendations.

Guiding the creation of comprehensive user journey maps that capture current enterprise realities and future service states.

Designing detailed service blueprints to optimise the interplay between people, processes, and AI technology across client organisations.

Facilitating collaborative stakeholder workshops to solve complex systemic challenges and surface new consulting opportunities.

Crafting compelling visual artefacts and clear narratives that communicate core service concepts to client decision-makers.

Directing prototyping efforts and co-design sessions across diverse client applications to validate service models before deployment.

Collaborating with government and public sector clients to transform public service delivery through AI and design.

Who we're looking for:

Advanced knowledge of diverse user research techniques, with a proven ability to translate insights into strategic client action.

Deep expertise in systems thinking and creating actionable service blueprints for multi-faceted enterprise environments.

Strong facilitation capabilities, with extensive experience leading client workshops that align diverse, cross-functional partners.

Demonstrated skill in designing, testing, and refining service prototypes through continuous client and user feedback.

High proficiency in producing clear, visually engaging design artefacts that communicate complex operational processes effortlessly.

A collaborative mindset with a track record of partnering effectively across data science, engineering, and client delivery teams.

Experience working with or within government entities and public sector organisations.

Our Recruitment Ethos

We aim to grow the best team - not the most similar one. We know that diversity of individuals fosters diversity of thought, and that strengthens our principle of seeking truth. And we know from experience that diverse teams deliver better work, relevant to the world in which we live. We’re united by a deep intellectual curiosity and desire to use our abilities for measurable positive impact. We strongly encourage applications from people of all backgrounds, ethnicities, genders, religions and sexual orientations.

If you don’t feel you meet all the requirements, but are excited by the role and know you bring some key strengths, please don't hesitate in applying as you might be right for this role, or other roles. We are open to conversations about part-time hours.

A note on AI: we're happy for you to use it for research and interview prep, but please don't use it to generate answers during live interviews. We also use an AI note-taker (Metaview) in interviews so interviewers can stay present (which you can opt out of just let us know,) and every application is reviewed by a human, never decided by AI.