Service Designer (Hiring Immediately)

Who We Are

VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.

About WPP

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit .

This is an exciting opportunity for a Service Designer, or highly experienced User Experience Designer, to join our CX team.

Reporting into the Service Design Lead, you will be part of a rapidly growing team of skilled and experienced Service Designers, UX Designers, UI Designers, Strategy Consultants, Optimisation experts and CX Managers.

You will work on a varied and wide range of projects for clients in sectors as diverse as fashion, distilling and brewing, grocery, food, sports apparel, finance, publishing, technology, automotive and home furnishing — so you will have plenty of opportunity to flex your mental muscles, and develop a rich portfolio of projects.

What you’ll be doing:

• Working with clients to understand their needs and objectives, and design solutions to realise those goals
• Evaluating our clients’ existing services in terms of functionality, usability, content, accessibility and usefulness
• Conducting research to uncover customer needs and pain points, and provide evidence-based recommendations to clients and internal teams
• Understanding, analysing and mapping complex journeys and processes that span multiple channels and touchpoints
• Leading design teams from discovery stage through to finished product, with clearly defined processes for each phase
• Facilitating workshops with stakeholders, users and internal teams to unlock problems, shape thinking and achieve alignment
• Producing design artefacts such as personas, prototypes, user journey maps, experience maps and service blueprints

• Applying proven design and innovation methods to uncover new opportunities and develop new products and services

What we want from you:

• Planning design projects from discovery through to delivery
• Planning, conducting and analysing research
• Defining SD/UX requirements and deliverables
• Designing complex multi-channel user journeys
• Journey/experience mapping
• Service blueprinting
• Digital prototyping
• Workshop facilitation
• Presenting and communicating to stakeholders and large teams
• Qualifications or extensive professional experience of innovation, UX or Service Design

If you know some of this, even better:

• Experienced in retail and/or e-commerce
• Experience working in a consultancy or agency
• Designing physical experiences, including physical prototyping
• Innovation frameworks and processes
• Value Proposition Design
• Business Model Design
• Behavioural Psychology

What we can offer you:

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.

Permanent only:
We offer a great benefits package including a discretionary bonus scheme, training opportunities, competitive pension, medical insurance, life assurance, social events, opportunities to buy and sell holidays, family friendly policies, discounts with hundreds of retailers and much more.

Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage.

We lead with Heart , fostering empathy and trust where genuine connections and human-centric work flourish.
We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges.
And we champion Courage , inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

#LI-EMEA #LI-AS1

WPP (VML Enterprise Solutions) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

VML is a WPP Agency. For more information, please visit our website , and follow VML on our social channels via Instagram ,  LinkedIn , and  X .

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