Service Designer

We are currently hiring for an experienced Service Designer to join our team at Admiral Business.

About Admiral Business

Admiral Business sit within the Admiral Group, and are the experts in business insurance, offering SME insurance for tradespeople, professionals, and couriers. They build products and services that put their customers’ first, combining agility with reliability to deliver innovative products and superior customer experience to the underserved SME market across the UK.

The Role

We’re on the lookout for a talented Service Designer to join our innovative team at Admiral Business. As we look to reshape the future of our industry, we need someone who can identify opportunity areas, create visionary service propositions, and design seamless customer experiences that help businesses thrive. This is your chance to influence how we deliver value and transform the way customers engage with our services.

Hybrid working: we are ideally looking for someone to be able to commit to twice a week in our Cardiff office. 

Key Responsibilities

• Lead Service Design Across the Customer Journey: Oversee end-to-end service design projects, from envisioning new service propositions to refining operational processes, ensuring a seamless and engaging customer experience at every touchpoint.
• Discover Future Opportunity Areas: Identify emerging trends, untapped business opportunities, and customer needs to shape innovative services that deliver both business impact and customer value.
• Champion Human-Centred Design: Conduct immersive research to deeply understand customer behaviours, pain points, and motivations. Use these actionable insights to create solutions that align with strategic objectives.
• Prototype and Experiment: Design, test, and iterate prototypes, using measurable outcomes to validate hypotheses and inform future decisions.
• Collaborate Across Teams: Work closely with cross-functional teams, including product managers, developers, and operations to co-create propositions that balance customer desirability, operational feasibility, and business viability.
• Foster a Culture of Learning and Innovation: Drive a culture of experimentation and customer focus by testing ideas, validating assumptions, and exploring solutions that address customer needs.

Skills and Experience Required

• Proven Service Design Projects: Experience in working on complex, end-to-end service design initiatives, from research and strategy to implementation.
• Exceptional Research and Insight Generation: Skilled in ethnographic and immersive research, synthesizing findings into actionable strategies that address customer needs and uncover business opportunities.
• Prototyping Expertise: Strong experience designing, executing, and evaluating prototypes and experiments, measuring success through data and insights.
• Holistic Approach to Design: Ability to consider and optimise the full customer journey, creating cohesive, user-centered service ecosystems.
• Advanced Design Communication Skills: Able to clearly articulate design concepts, strategies, and decisions to diverse audiences, including senior stakeholders.
• Adaptability and Strategic Thinking: Comfortable navigating ambiguity, adapting to changing priorities, and finding creative solutions to complex challenges.

Additional Qualities We're Looking For

• Experience in a High-Growth, Fast-Paced Environment: You are comfortable working in a dynamic and rapidly changing environment where speed and agility are crucial.
• Proactive and Adaptive: You are a self-starter who takes initiative and thrives in situations of ambiguity and change. You adapt quickly to evolving priorities and are eager to find creative solutions to complex challenges.
• Strong Problem-Solving Skills: You approach problems methodically, leveraging both qualitative and quantitative data to inform your design choices.
• Leadership Potential: You are eager to grow into a leadership role, mentoring junior designers, and contributing to the development of a strong design community within the organisation.
• Commitment to Continuous Learning: You are dedicated to developing your skills and knowledge, staying up-to-date with the latest trends, tools, and best practices in design, technology, and user experience.

Why Join Us?

We deeply value great design—it’s not just something we say. The customer is at the center of everything we do, and we’re constantly striving to improve the quality and experience of the work we deliver.

We’re a small, forward-thinking, design-led team where your voice will be heard, and your ideas and vision will be brought to life. If you’re looking for a role where you can dream big, question the status quo, and collaborate with talented people who love what they do, we’re probably a great fit.

Help us build amazing things and make a real difference—call us to talk about the role.

Please note: the application form will ask you to submit a portfolio for the role - this doesn't have to be a portfolio; it may look like a slide deck/Miro board/website - we're just looking for an example of your work. 

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration.

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