Senior Service Designer Job at Admiral Group Plc (Cardiff)

Senior Service Designer

Admiral Group Plc

Location:
United Kingdom , Cardiff

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

The Research & Service Design (RSD) team at Admiral oversees the end-to-end insurance journey for our customers, shaping services that are inclusive, effective, and grounded in real customer needs. We work across Claims, Product, Technology, Data, and Operations to ensure customer insight meaningfully influences strategy, delivery, and decision-making. We are now looking for a Senior Service Designer to join our growing practice. This role is ideal for someone who brings deep service design craft, strong systems thinking, and hands-on experience integrating GenAI tools into design workflows and service delivery.

Job Responsibility:

Lead Cross-Functional Strategic Projects: Own and drive key service design initiatives from concept through to implementation. You will unite and guide stakeholder teams by designing and facilitating high-impact workshops to co-create innovative solutions and embed human-centered design principles across our customer journeys.
Human-Centered Research & Insight Generation: Lead strategic research to build a deep, empathetic understanding of customer needs within a complex insurance ecosystem. Synthesise quantitative analytics and qualitative insights into actionable, data-driven strategies.
Champion our Customer Promise: Champion and embed a clear set of customer experience principles and standards ensuring a consistent and high-quality experience delivery at every stage of the journey. Incorporate inclusive research and design practices, ensuring Admiral’s services meet the needs of diverse user groups, including those with additional needs or from underrepresented communities.
Journey Orchestration and Systems Thinking: Map and visualise service blueprints including dependencies across journeys, operations, platforms, and teams. Support the development of customer-first service design strategies that enhance customer journeys and deliver business value.
Service Prototyping and Validation: Design, prototype and test innovative service concepts that explore the intersection of digital interfaces, AI, human touchpoints, and multi-supplier operational processes.

Requirements:

You have a minimum of 6 years industry experience in Service Design.
Demonstrated ability to independently lead complex research and service design projects from discovery to implementation.
You have experience with both qualitative and quantitative research methods such as diary studies, usability tests, in depth interviews, contextual inquiry, surveys and more.
You’re an expert in bringing complex journeys, blueprints, and service concepts to life. Using tools like Miro, Figma or similar, you create compelling visualisations that energise teams and drive clear decisions.
You have experience with creative storytelling methods and/or workshop design
Practical experience using GenAI tools to enhance service design or research workflows.
You thrive in fast-paced, cross-functional teams, translating customer needs into powerful narratives that align different perspectives and secure stakeholder buy-in for customer-centred change.

Nice to have:

While experience in the insurance sector is a bonus, we value expertise gained in any complex, regulated or large-scale organisational environments.
Experience contributing to or shaping AI‑enabled services, workflows, or internal tools.

What we offer:

Up to £3,600 of free shares each year after one year of service.
33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays).
option to buy or sell up to an additional five days of annual leave.

Additional Information:

Job Posted:
May 04, 2026

Employment Type:

Fulltime

Work Type:

On-site work

Admiral Group Plc - All Job Offers

Job Link Share: