Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer
Company: HeliosX
Location: London, UK
Job Type: Full-Time
Category: Service Design / Customer Experience Operations
Date Posted: 2025-09-29
Experience Level: Senior (5+ years)
Remote Status: Hybrid

🚀 Role Summary

• Spearhead the end-to-end design of healthcare services, ensuring a seamless and compassionate customer journey across all touchpoints.
• Act as a strategic leader, bridging the gap between digital products, clinical operations, pharmacy services, and customer support to orchestrate a cohesive service ecosystem.
• Champion a service-first mindset and systems thinking to solve complex healthcare challenges at scale.
• Drive innovation by synthesizing customer needs, clinical requirements, operational constraints, and business goals into scalable service solutions.
• Foster a culture of service excellence through cross-functional collaboration, mentorship, and the establishment of best practices.

📝 Enhancement Note: While the provided job title is 'Senior Service Designer,' this role possesses significant overlap with Revenue Operations and GTM functions by focusing on the entire customer lifecycle, optimizing touchpoints for retention and growth, and ensuring seamless cross-functional execution. The emphasis on orchestrating digital products, clinical operations, and customer support directly impacts customer satisfaction, retention, and ultimately, revenue. Therefore, this description will be enhanced with an operations lens.

📈 Primary Responsibilities

• Lead the comprehensive design and orchestration of entire healthcare services, from initial customer engagement through ongoing treatment and support, ensuring a consistently high-quality experience.
• Develop and maintain critical service design artifacts, including detailed service blueprints, comprehensive user journey maps, and holistic ecosystem diagrams, to visualize complex processes, identify friction points, and pinpoint areas for strategic innovation and efficiency gains.
• Synthesize diverse inputs—including deep customer needs, stringent clinical requirements, practical operational constraints, and overarching business objectives—into elegant, scalable, and coherent service solutions that drive both customer satisfaction and business growth.
• Forge strong partnerships with leaders across Clinical, Product, Research, Engineering, Pharmacy Operations, and Customer Support to ensure a unified, seamless, and efficient customer experience is delivered consistently across all channels.
• Act as a primary advocate for service excellence across the organization, establishing and embedding best practices, principles, and standards that guide all teams in delivering high-quality, patient-centric services.
• Design and facilitate engaging co-creation workshops involving customers, clinicians, and internal stakeholders to collaboratively develop innovative solutions and cultivate a shared understanding of the core problems being addressed.
• Mentor and elevate fellow designers and team members by sharing expertise in service design methodologies, systems thinking, and patient-centred problem-solving, fostering a culture of continuous improvement.

📝 Enhancement Note: The core responsibilities highlight a deep engagement with operational processes that directly impact customer acquisition, retention, and lifetime value. The emphasis on 'orchestrating' and 'connecting dots' between various departments like Clinical Operations, Pharmacy Operations, and Customer Support is crucial for GTM success and revenue enablement.

✅ Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field is often preferred for roles requiring strategic thinking and user empathy.

Experience: A minimum of 5 years of progressive experience in service design, strategic design, UX strategy, or a closely related field, with a proven track record of designing and launching complex, multi-channel services from inception to completion.

Required Skills:

• Service Design Methodologies: Deep expertise in qualitative research, user journey mapping, service blueprinting, persona development, and user testing.
• Systems Thinking: Proven ability to untangle complex processes, understand interdependencies between people, processes, and technology, and design holistic solutions.
• Cross-Functional Collaboration: Demonstrated success in partnering effectively with diverse teams (Product, Engineering, Clinical, Operations, Marketing) to achieve shared goals.
• Customer Needs Synthesis: Skill in gathering, analyzing, and translating complex customer needs and pain points into actionable design insights.
• Service Excellence Advocacy: Ability to champion and embed best practices for consistent, high-quality service delivery across an organization.
• Facilitation & Co-Creation: Proficiency in designing and leading workshops that foster collaboration and drive innovative solutions.
• Communication & Influence: Exceptional ability to articulate complex ideas, user insights, and strategic recommendations clearly and compellingly to stakeholders at all levels.
• Evidence-Led Decision Making: Strong capability in using qualitative insights, operational data, and business metrics to inform strategic recommendations and measure impact.
• Problem-Solving: Demonstrated ability to tackle ambiguous and complex challenges with creative and practical solutions.
• Portfolio of Work: A robust portfolio showcasing the design of complex services, problem-solving capabilities, and demonstrable value creation for both users and the business.

Preferred Skills:

• Experience within the health tech or another highly regulated industry.
• Familiarity with Agile development methodologies.
• Basic understanding of UI/UX design principles and tools.
• Experience in mentoring or coaching junior team members.
• Knowledge of data analysis tools and techniques for quantifying service impact.

📝 Enhancement Note: The requirement for a portfolio is critical for operations roles, as it demonstrates practical application of process optimization, problem-solving, and impact measurement, aligning with GTM and RevOps expectations. The emphasis on evidence-led decision making and operational data is a key indicator for operations-minded candidates.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Complex Service Design: Showcase projects where you designed and launched intricate, multi-channel services, detailing the process from research to implementation and impact measurement.
• Journey Maps & Service Blueprints: Include examples of detailed user journey maps and service blueprints that visualize complex customer flows, identify pain points, and propose solutions for improved user experience and operational efficiency.
• Problem-Solving Examples: Present specific instances where you identified a critical customer or business problem and designed an innovative service solution, clearly articulating the problem, your approach, and the outcomes.
• Cross-Functional Collaboration Evidence: Demonstrate how you effectively partnered with different departments (e.g., Product, Clinical, Operations) to bring a service to life, highlighting your role in bridging gaps and ensuring alignment.
• Metrics & Impact Demonstration: Quantify the success of your designed services using relevant metrics (e.g., customer satisfaction, operational efficiency, conversion rates, retention improvements).

Process Documentation:

• Workflow Design & Optimization: Provide examples of how you've mapped existing workflows, identified inefficiencies, and designed optimized processes to improve customer experience and operational throughput.
• Implementation & Automation Strategies: Showcase instances where your service designs incorporated automation or streamlined processes for greater scalability and efficiency.
• Measurement & Performance Analysis: Detail how you've established metrics and analyzed performance data to evaluate the effectiveness of designed services and iterate for continuous improvement.

📝 Enhancement Note: For a role with GTM and operational implications, the portfolio is expected to highlight how service design directly translates into measurable business outcomes, such as improved customer retention, reduced operational costs, and increased customer lifetime value. This mirrors the expectations for operations professionals who must demonstrate ROI.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Service Designers in London, UK, with 5+ years of experience and within a high-growth tech company (especially in health tech), the estimated salary range is £70,000 - £95,000 per annum. This estimate considers the senior level, strategic impact, and London cost of living.

Benefits:

• Generous equity allocations with significant upside potential, aligning individual success with company growth.
• 25 Days Holiday, plus all usual Bank Holidays, ensuring ample time for rest and rejuvenation.
• Comprehensive Private Health Insurance, including additional Dental and Eye Care cover for employee well-being.
• Pension Scheme to support long-term financial planning.
• Enhanced Parental Leave policies, supporting employees during significant life events.
• Cycle-to-Work Scheme, promoting sustainable commuting options.
• Electric Car Scheme, encouraging eco-friendly transportation choices.
• Exclusive discounts on Dermatica and MedExpress products, plus family discounts, showcasing product value.
• Home Office Allowance to ensure a comfortable and productive remote or hybrid working setup.
• Access to a Headspace subscription for mental well-being, discounted gym memberships for physical health, and a dedicated Learning and Development Budget for continuous professional growth.

Working Hours: Standard full-time working hours are expected, likely around 40 hours per week, with a hybrid work arrangement allowing for flexibility between office and remote workdays.

📝 Enhancement Note: The salary range is an estimation based on common market rates for similar senior roles in London. The benefits package is extensive and reflects a forward-thinking company culture that values employee well-being and professional development, which is attractive to operations professionals seeking stability and growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Health Tech / Digital Health. HeliosX operates at the intersection of technology and healthcare, focusing on making prescription treatments more accessible, faster, and personalized. This sector is characterized by rapid innovation, stringent regulatory environments, and a strong emphasis on patient outcomes and data privacy.

Company Size: HeliosX has experienced significant growth, tripling its global revenue from £60m to £180m between 2023 and 2024. While the exact current employee count isn't specified, this revenue growth suggests a company size likely in the range of 200-500+ employees, indicating a mature startup or scale-up environment.

Founded: Founded in 2013 by Dwayne D’Souza, HeliosX has achieved profitability through organic growth and innovation, without external funding. This bootstrapped approach suggests a culture of financial discipline, strategic focus, and a strong emphasis on sustainable business practices.

Team Structure:

• The operations and design teams are likely structured to support rapid growth and cross-functional collaboration, with specialized units for clinical, product, engineering, pharmacy, and customer support.
• The reporting structure for a Senior Service Designer would likely be within a Product or Design function, with strong dotted lines to Operations and Clinical leadership due to the nature of the role.
• Cross-functional collaboration is a cornerstone, with this role acting as a central point for integrating various operational and customer-facing functions.

Methodology:

• Data-Driven Insights: HeliosX emphasizes being evidence-led, utilizing qualitative customer insights alongside operational data and business metrics to inform strategic decisions and measure impact.
• Process Optimization & Workflow Design: The company is focused on making healthcare "better, quicker and easier," indicating a strong commitment to designing and refining efficient workflows and service processes.
• Customer-Centric Innovation: Driven by a mission to improve healthcare accessibility and personalization, HeliosX fosters an environment where customer needs are paramount in developing new products and services.

Company Website: https://www.heliosx.com/

📝 Enhancement Note: The company's bootstrapped growth and rapid revenue increase highlight a strong operational foundation and a focus on efficiency and scalability, which are key indicators for operations professionals. The industry context of health tech implies a need for rigorous process design and adherence to compliance.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position, requiring a high degree of autonomy, strategic thinking, and leadership. It sits at the intersection of Product, Design, and Operations, influencing how services are delivered and experienced. This role is crucial for driving operational efficiency and customer satisfaction, directly impacting the company's growth trajectory.

Reporting Structure: The Senior Service Designer likely reports to a Head of Design, Director of Product, or potentially a VP of Operations or Customer Experience. They will work closely with leaders in Clinical Operations, Pharmacy Operations, Product Management, and Engineering, requiring strong stakeholder management skills.

Operations Impact: The role has a significant impact on customer acquisition, retention, and lifetime value by ensuring a seamless, trustworthy, and efficient healthcare journey. By optimizing service touchpoints, this role directly contributes to customer satisfaction, reduces churn, and supports the company's ambitious revenue growth targets. Effective service design can also lead to operational cost savings through streamlined processes and reduced customer support escalations.

Growth Opportunities:

• Operations Leadership: Potential to move into a lead or management role within the Service Design or Customer Experience function, overseeing a team and shaping the strategic direction of service operations.
• Specialization: Opportunity to deepen expertise in specific areas of health tech service design, focusing on areas like patient onboarding, treatment adherence, or digital therapeutics.
• Cross-Functional Leadership: Potential to transition into broader operational leadership roles, leveraging service design principles to drive improvements across different business units.
• Skill Development: Access to a learning and development budget allows for acquiring new skills in areas like advanced analytics, change management, or specific health tech regulations, further enhancing operational capabilities.

📝 Enhancement Note: The growth opportunities highlight a clear path for operations-focused professionals to advance within the company, emphasizing leadership, specialization, and cross-functional impact, which are highly valued in the operations domain.

🌐 Work Environment

Office Type: HeliosX operates a hybrid work model, suggesting a modern office environment designed to facilitate collaboration and focused work. The office likely supports a mix of individual workstations, meeting rooms, and communal areas conducive to brainstorming and team interaction.

Office Location(s): The primary office is in London, UK. This location offers access to a vibrant talent pool and a central hub for business operations. Specific details on office accessibility or amenities would typically be provided during the interview process.

Workspace Context:

• Collaborative Environment: The hybrid model and emphasis on cross-functional collaboration mean the workspace is designed to encourage interaction and knowledge sharing among teams, including designers, product managers, engineers, and operational leads.
• Tools & Technology: Employees will have access to standard office technology, alongside specialized tools for design, project management, and potentially operations analytics, supporting efficient workflow execution.
• Team Interaction: Opportunities for regular interaction with design peers, operational stakeholders, and leadership are integral to the hybrid model, fostering a cohesive team dynamic despite distributed work.

Work Schedule: A hybrid arrangement typically involves a set number of days in the office per week (e.g., 2-3 days), with the remaining days available for remote work. This offers flexibility while ensuring in-person collaboration and connection. Standard full-time hours are expected.

📝 Enhancement Note: The hybrid environment is a common feature for many tech companies, including those in operations and GTM, offering a balance of flexibility and structured collaboration. This setup is beneficial for roles requiring both independent analytical work and team-based problem-solving.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief call with a recruiter to assess basic qualifications, alignment with company culture, and interest in the role.
• Hiring Manager Interview: A discussion with the hiring manager to delve deeper into experience, skills, and understanding of service design principles and their application in a business context. This may include behavioral questions.
• Portfolio Presentation & Case Study: A key stage where candidates present their portfolio, showcasing specific projects that demonstrate their expertise in designing complex services, problem-solving, and driving impact. This often involves a prepared case study addressing a hypothetical or real business challenge.
• Cross-Functional Interviews: Meetings with key stakeholders from Product, Engineering, Clinical Operations, and Pharmacy Operations to assess collaboration skills, strategic thinking, and ability to integrate service design into operational realities.
• Final Interview: Potentially with a senior leader to discuss strategic vision, cultural fit, and long-term career aspirations.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the business and user value generated by your projects. Quantify results using metrics related to customer satisfaction, operational efficiency, retention, or revenue where possible.
• Showcase Process: Detail your methodology, including research, synthesis, ideation, prototyping, and implementation. Explain why you made certain decisions.
• Highlight Complexity: Emphasize projects that involved complex systems, multiple stakeholders, or regulated environments, demonstrating your ability to navigate challenging scenarios.
• Tell a Story: Structure your case studies as narratives, outlining the problem, your role, the challenges, your solutions, and the outcomes.
• Tailor to HeliosX: Understand HeliosX's mission in healthcare and tailor your presentation to show how your skills can directly contribute to their goals of making healthcare faster, more accessible, and personalized.

Challenge Preparation:

• Service Design Exercise: Be prepared for a practical exercise that might involve mapping a customer journey, designing a service blueprint for a specific scenario, or proposing solutions to a healthcare-related problem.
• Systems Thinking Application: Practice articulating how different parts of a service (digital, human, physical) interact and how you would identify and address systemic issues.
• Stakeholder Management: Prepare to discuss how you would manage competing priorities and gain buy-in from diverse stakeholders, particularly those in operations and clinical roles.

📝 Enhancement Note: The emphasis on a portfolio presentation and case study is standard for design and operations roles. Candidates should prepare to demonstrate not just design skills but also strategic thinking, problem-solving capabilities, and an understanding of business impact, mirroring the requirements for operations professionals.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Software: Figma, Sketch, Adobe Creative Suite (for wireframing, prototyping, and visual design).
• Diagramming & Mapping Tools: Miro, Mural, Lucidchart, Visio (for service blueprints, journey maps, ecosystem diagrams, workshops).
• Prototyping Tools: InVision, Axure RP, ProtoPie (for creating interactive prototypes to test service flows).
• Collaboration Platforms: Slack, Microsoft Teams, Zoom (for communication and virtual collaboration).

Analytics & Reporting:

• Customer Feedback Tools: SurveyMonkey, Typeform, UserTesting.com (for gathering qualitative and quantitative user feedback).
• Analytics Platforms (Indirectly): While not directly using them, understanding how to interpret data from platforms like Google Analytics, Mixpanel, or Amplitude is beneficial for evidence-led decision-making.
• Operational Data Analysis: Familiarity with Excel or Google Sheets for basic data manipulation and analysis of operational metrics.

CRM & Automation:

• CRM Systems (Understanding): Awareness of how CRM systems (e.g., Salesforce, HubSpot) store customer data and influence customer journeys, though direct management is unlikely.
• Workflow Automation Tools (Conceptual): Understanding principles of workflow automation and how they can be integrated into service designs to improve efficiency, even if not directly configuring them.

📝 Enhancement Note: While this role is primarily design-focused, familiarity with the tools used to analyze operational data and understand customer journeys within CRM systems is advantageous. It bridges the gap between design output and operational execution, which is key for GTM and RevOps alignment.

👥 Team Culture & Values

Operations Values:

• Patient-Centricity: A core value in health tech, ensuring all service designs prioritize patient well-being, accessibility, and positive health outcomes. This translates to designing processes that are empathetic and supportive.
• Innovation & Improvement: A commitment to continuously seeking better ways to deliver healthcare, encouraging experimentation and the adoption of new service design approaches.
• Collaboration & Transparency: Fostering an environment where teams work together openly, share insights, and support each other to achieve common goals. This is crucial for integrating service design across operational departments.
• Data-Driven Decision Making: Valuing evidence and metrics in decision-making, ensuring strategies are grounded in insights from customer research, operational data, and business performance.
• Efficiency & Scalability: A focus on designing services that are not only effective but also efficient to deliver and scalable to meet growing demand, a key tenet of operations management.

Collaboration Style:

• Cross-Functional Integration: A highly collaborative style is expected, with frequent interaction and partnership across Design, Product, Engineering, Clinical, Pharmacy Operations, and Customer Support teams.
• Process Review & Feedback: An open culture for reviewing and providing constructive feedback on service designs and operational processes to ensure continuous improvement.
• Knowledge Sharing: An emphasis on sharing learnings, best practices, and insights across teams to build collective expertise and foster a culture of learning.

📝 Enhancement Note: The values and collaboration style strongly align with operational best practices, emphasizing efficiency, data-driven decisions, and cross-functional synergy, which are essential for successful GTM and Revenue Operations.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Healthcare Systems: Designing services that meet the needs of diverse patient groups while adhering to strict regulatory requirements and integrating with existing clinical and pharmacy operations.
• Balancing User Needs with Business/Operational Constraints: Finding elegant solutions that satisfy customer desires, clinical necessities, and operational realities (cost, scalability, compliance).
• Driving Systemic Change: Influencing and embedding a service design mindset and best practices across a growing organization with diverse functional teams and established processes.
• Measuring Impact in a Regulated Environment: Quantifying the success of service designs in healthcare can be complex due to patient privacy, clinical outcomes, and long treatment cycles.

Learning & Development Opportunities:

• Specialized Health Tech Design: Deepen expertise in designing for specific health conditions, patient journeys, or regulatory frameworks within the health tech space.
• Operations & Business Acumen: Develop a stronger understanding of pharmacy operations, clinical workflows, and the financial drivers of the business to better inform service design.
• Leadership & Mentorship: Opportunities to lead projects, mentor junior designers, and contribute to the strategic direction of the design and operations functions.
• Industry Conferences & Certifications: Access to a learning budget can support attendance at leading service design, UX, or health tech conferences, or pursue relevant certifications.

📝 Enhancement Note: The challenges and growth opportunities highlight areas where operations professionals often excel: problem-solving in complex environments, driving efficiency, and leveraging data for improvement. The emphasis on learning and development is crucial for staying current in the fast-evolving health tech and operations landscape.

💡 Interview Preparation

Strategy Questions:

• Vision & Impact: "How would you approach designing a new service for [specific condition HeliosX treats], considering both patient experience and operational scalability?" (Focus on your process, stakeholder engagement, and metrics.)
• Systems Thinking Application: "Describe a time you had to map and optimize a complex, multi-channel service. What were the key interdependencies, and how did you address them?" (Highlight your ability to see the bigger picture and connect disparate operational elements.)
• Problem Solving & Prioritization: "Imagine our customer support team is overwhelmed with inquiries about [specific process]. How would you use service design principles and operational data to diagnose the root cause and propose a scalable solution?" (Demonstrate analytical thinking and a focus on efficiency.)

Company & Culture Questions:

• "What excites you about HeliosX's mission to revolutionize healthcare, and how do your service design skills align with our growth ambitions?" (Show genuine interest and connect your expertise to business goals.)
• "How do you ensure a patient-centric approach while also meeting the commercial and operational objectives of a fast-growing company?" (Address the balance between user needs and business realities, a key operational consideration.)
• "Describe your experience working with clinical, pharmacy, or operational teams. How do you build trust and collaborate effectively with non-design stakeholders?" (Prepare examples of cross-functional success.)

Portfolio Presentation Strategy:

• Structure Your Narrative: Begin with the problem, clearly define your role and responsibilities, detail your process (research, ideation, design, testing), showcase your solutions with visuals, and conclude with quantifiable outcomes and learnings.
• Emphasize Operational Efficiency: For each project, highlight how your service design improvements led to greater efficiency, reduced friction, or cost savings for the business or operations teams.
• Data & Metrics: Be ready to discuss the specific metrics you used to measure success and how you would track ongoing performance. If data was limited, explain how you used qualitative insights to infer impact.
• Interactive Elements: If possible, prepare to walk through an interactive prototype or a detailed service blueprint, explaining key touchpoints and decision-making logic.

📝 Enhancement Note: Interview preparation should focus on demonstrating not just design craft but also strategic thinking, operational understanding, and a data-driven approach to problem-solving—qualities highly valued in operations roles.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided Greenhouse link, ensuring all fields are accurately completed.
• Portfolio Customization: Tailor your portfolio to highlight projects demonstrating complex service design, cross-functional collaboration, and quantifiable impact on user experience and operational efficiency, mirroring the types of results expected in GTM and RevOps.
• Resume Optimization: Update your resume to emphasize keywords related to service design, customer journey optimization, process improvement, systems thinking, and cross-functional leadership, aligning with operations-centric terminology.
• Interview Preparation: Thoroughly review the company's mission and products. Prepare to discuss your portfolio with a focus on how your service design solutions translate into tangible business benefits and operational improvements, practicing your presentation skills.
• Company Research: Deeply research HeliosX's brands (MedExpress, Dermatica, etc.), their market position, and their stated goals for growth. Understand their commitment to making healthcare better, quicker, and easier, and articulate how your role contributes to these objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions to provide a comprehensive view for operations-minded candidates. All details, especially regarding salary estimations and specific interview expectations, should be verified directly with HeliosX during the application and interview process.