Senior Service Designer



The role

Over the last 20 years, Kindred Group has brought together 9 of Europe's most successful online gambling brands – forming one of the largest online gambling companies in the world. We offer 30 million customers a great form of digital entertainment, fine-tuned to present an unforgettable experience in a safe and fair environment every day.

We in the UX department play a crucial role in driving a customer-first approach, where we strive to exceed our customer, regulator, and commercial expectations.

As a Senior Service Designer, you'll be responsible for practically driving improvements to the customer experience. This role works across all other UX functions in order to support the direction of our business against specific goals across customer touchpoints. You will also help foster the idea of service design.


What you will do

  • Actively guiding the delivery of business critical or complex problems where service design is required
  • Applying service design methodology and frameworks
  • Helping find/support opportunities that are effective in delivering against our strategic goals
  • Employing global best practice in service design to transform and benefit our experiences
  • Aligning with other functional teams in UX to align for best experience driven delivery
  • Supporting the Service Design management team to ensure key strategic initiatives are planned and delivered
  • Ensuring holistic customer input is part of decision making
  • Providing an appreciation of wider landscape is visible to teams focused on a granular objective
  • Defining key elements of our service blueprints and ecosystems
  • Ensuring customer empathy and insights is part of our team ways of working
  • Illustrating multi-service journeys in pursuit of providing a seamless experience to users


How will success be measured in this role

  • Commitment to OKRs (Objectives and Key Results)
  • Regular performance reviews on performance elements including OKRs and collaboration
  • Experience related CSAT scores
  • On time delivery
  • 360 feedback from peers and stakeholders


Your experience

  • Detailed experience in the practise of service design
  • Working experience with service design related tools and their correct application
  • Confidence in facilitating workshops across business functions
  • Has experience scaling design frameworks to drive improvements to customer experience
  • Experience supporting teams in applying the Design Thinking methodology to develop experiences in creative ways
  • Can demonstrate, discuss and justify decisions clearly
  • With support where needed, can digest and understand complex information
  • Has ability to identify, refine, and simplify complex process and problems
  • Experience delivering a multi-brand, multi-product & multi-channel experience
  • Has forward-thinking, creativeness
  • Confidence working with senior business stakeholders
  • Practical understanding of business and commercial strategies


Application process

Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.


Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of and not limited to, gender, age, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework. Kindred has an ESG rating of AAA by MCSI.


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Kindred House, 17-25 Hartfield Road, Wimbledon, London, United Kingdom, SW19 3SE
  • Office:
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
25 Days Holiday
Private Medical
Wellbeing Allowance
Maternity/Paternity leave
Eye test
3 days CSR leave
Anniversary awards
Travel loan
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