Principal Consultant – Service Design

Principal Consultant – Service Design

We are looking for a Principal Consultant to join our Service Design team, based in EY-Seren’s London office. A successful candidate will get a chance to work on exciting international projects...

We are looking for a Principal Consultant to join our Service Design team, based in EY-Seren’s London office in Shoreditch. A successful candidate will get a chance to work on exciting international projects, creating change in leading organisations across different industries.

Reporting into the Practice Director for Service Design, the Principal Consultant will have these key tasks and responsibilities:

• Inspire and lead multiple clients and project teams unsupported, ensuring the delivery of high-quality insight, design and critical thinking

• Demonstrate expert knowledge of all Service Design research and design methodologies, techniques and tools, works to evolve their application for improved, customer and client business outcomes

• Develop and deliver specialist training to embed Seren’s methodologies, both within the team and externally

• Supervise and oversee the day-to-day work of multiple teams and works with the Practice Director to ensure quality of output across projects

• Identify and act on opportunities within projects and across the client organisation and works with Client Services and the New Business team to secure, on-sell and up-sell, and contribute to New Business proposals and pitches as required

• Support the Practice Director in recruitment and the allocation of resource to each project

• Support methodology leadership for the practice area and work with the Practice Director to implement new methodologies and support practice integration; recommend frameworks to embed insight into an organisation

• Attend and contribute to industry events, locally and internationally

• Line manage a number of consultants (Junior to Senior)

Skills and Experience

• Strong creative intuition, ability to deliver groundbreaking, innovative conceptual thinking, whilst also having an engineering and analytical mindset, not afraid to use Big Data, to work out organisational and business implications to deliver real value to clients

• 8+ years’ experience in Service Design, Innovation and Customer Experience Design, thought leader in Service Design, profound understanding of design in general and very comfortable with related design disciplines like Visual Design, UXD, IA, UI design, Spatial Design, Business Design, Organisation Design

• Discipline and/or sector specialist i.e. qualitative research and/or financial services, but has advanced enough understanding of other sectors and disciplines that they are able to scope and lead cross-discipline projects in any sector

• Knowledge of design research skills across qualitative and quantitative methodologies and experience in using them effectively in collaboration

• Able to integrate commercial effort/impact data into project journey and concept outputs to help illustrate the commercial implication to the client

• Can see the bigger picture and find direction from depth, insight and complexity

• Strong influencing, negotiation and communication skills, both written and verbal. Presents difficult ideas and challenges clearly and positively

• Capable of scoping, planning and costing multi-disciplinary programmes of work

• Experience ranging from incubator/startup to large corporate transformation

• Previous line management experience

• Proficient in Adobe CS

• Ability to write to a high standard, fluent in English, additional major languages desired

• People-centred from research through to delivery

• A portfolio showing all above

• Recognised Degree (essential) and Masters (desirable)

• A willingness to travel and work overseas

Interested? Send your CV and portfolio to


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