Key Responsibilities

• Maintain and evolve the service vision, ensuring product teams deliver a cohesive, user-centred experience.
• Define, map, and continuously refine end-to-end journeys, ensuring alignment across Agile squads and workstreams.
• Develop service blueprints that connect UX/UI designs with backend systems, workflows, and customer support.
• Act as a bridge between UX/UI, product, business and development teams, ensuring the app’s interface and interactions align with the overarching service vision.
• Facilitate workshops and drive cross-team alignment to resolve dependencies and optimise workflows.
• Conduct research and usability testing, ensuring service improvements lead to measurable business and user outcomes.
• Support backlog prioritisation, balancing desirability (user needs), viability (business impact), and feasibility (technical constraints).
• Advocate for service-led decision-making, ensuring that teams consider the entire ecosystem, not just digital interactions.

Key Skills & Experience

• Expertise in service design methodologies (journey mapping, blueprinting, systems thinking).
• Ability to conduct high-level design to define core service structures and flows before detailed UX/UI execution.
• Experience aligning multi-disciplinary teams (design, development, operations, business).
• Strong facilitation and stakeholder engagement skills, with the ability to drive alignment across multiple squads.
• Deep understanding of UX/UI principles and how interfaces connect to broader service flows.
• Research and data analysis capabilities to inform evidence-based decision-making.
• Familiarity with Agile delivery methods, including product roadmaps, backlog prioritisation, and iterative development.