The Role

We are seeking an experienced Service Designer to join our Strategy & Foundations team for a 6-month fixed-term contract. You will be embedded in a product program for one of the world's leading dealership management software providers, collaborating closely with a talented team including a Digital Strategist, User Researcher, UX Designer, and Technical Architect.

As a Service Designer, you will map end-to-end service experiences across a complex multi-product ecosystem. Your focus will be on creating service blueprints that encompass customer-facing touchpoints and back-stage operational workflows. You will identify systemic pain points, root causes, and opportunities that will inform product prioritization directly.

Key Responsibilities

• Design Service Blueprints: Develop and maintain comprehensive service blueprints that outline user touchpoints, internal processes, and back-stage dealership systems.
• Identify Inefficiencies: Analyze operational gaps and inefficiencies between customer interactions and internal workflows.
• Synthesize Insights: Combine research findings, stakeholder input, and operational data into clear service models and prioritization recommendations.
• Facilitate Workshops: Lead cross-functional workshops with operational teams and senior leadership to foster collaboration and innovation.
• Actionable Recommendations: Translate blueprint findings into practical recommendations for product and strategy leads.
• Collaborative Approach: Work closely with UX Designers and Technical Architects to ensure that your findings are grounded in user realities and implementation constraints.

Required Skills & Experience

• Proven Expertise: Demonstrated experience as a Service Designer, showcasing a portfolio that highlights service blueprinting and systems thinking in complex environments.
• Strong Facilitation Skills: Experience in conducting workshops with operational and executive stakeholders.
• Analytical Synthesis: Ability to distill ambiguous, multi-source information into actionable service maps.
• Team Collaboration: Comfortable working within cross-functional teams alongside researchers, designers, and technologists.
• User Engagement: Confident in engaging directly with end users and business stakeholders to uncover latent needs and pain points.
• Communication Skills: Exceptional written and visual communication skills, capable of presenting strategic recommendations to senior audiences.
• Outcomes-Focused: Ability to differentiate between documentation that drives decisions and that which serves no purpose.

Nice to Have

• Experience in B2B SaaS, enterprise software, or complex back-office product environments.
• Familiarity with automotive retail, dealership operations, or fleet management.
• Proficiency in tools such as Miro, Figma, Confluence, or Lucidchart.
• Experience working in agile delivery environments alongside product managers and engineers.

Location

This position is based in the UK, with regular trips to CI&T's UK office in London and also to client site.