Service Design Consultant – Customer Experience

About the role

The Service Design Consultant will join the Customer Solutions practice to help clients across government, financial services, energy and telecom transform their customer and citizen experiences. Working under senior colleagues, you will translate research insights into practical service improvements and support project delivery.

Key responsibilities

• Support qualitative and quantitative research activities such as interviews, surveys and workshops.
• Assist in creating customer journey maps, service blueprints and pain‑point analyses.
• Develop presentations, reports and other client deliverables.
• Participate in ideation sessions, solution design workshops and agile project coordination.
• Conduct benchmarking and industry research to inform recommendations.

Required profile

• Bachelor’s degree in Business, Design, Engineering, Marketing or a related field.
• 1–6 years of relevant experience in consulting, CX, service design or digital transformation, preferably at a Big‑4 or major consulting firm.
• Strong analytical thinking, structured communication and teamwork orientation.

Required skills

• Basic proficiency in customer journey mapping and service blueprinting.
• Research and data analysis capabilities.
• Presentation development using PowerPoint and Excel.
• Stakeholder engagement support and familiarity with agile and design‑thinking methodologies.