Principal Service Designer

Job ID
Operating Company
Kingfisher Group
# of Openings Remaining
Position Type
Contract Type
Full Time
Job Locations
ENG-London | ENG-Hampshire-Southampton


We’re Kingfisher. You might know us as B&Q, Screwfix, Castorama, Brico Depot or Koçtaş. We’re made up of over 79,000 passionate people, call over 1,300 stores home and operate in 8 countries. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that’s where you come in.


Kingfisher is an exciting, inspiring place to be. We establish the strategy that leads the business. We drive innovation to encourage our customers. We set the tone of our global business. It can be challenging, but that goes hand in hand with the ability to make a difference – to the business, to the many people around the world that work for us, and to our customers.


You will be a hardworking service design advocate, who loves practicing their craft, but also sharing their knowledge. Your passion will enable you to push the concept and value of design thinking within the design team and much further afield, and helping teams to understand the value of design in the overall process.


You may be responsible for leading a small team of Service Designers to deliver high quality, impactful research and designs that will help shape the development of industry leading, user centred digital products and omnichannel experiences for various household name brands.


You will apply conceptual and critical thinking, bringing together and balancing user needs with business goals and technical realities. You will envision service concepts and ideas, using methods & tools that illustrate all the components and touch-points of the service


You will work closely with partners using your skills in journey mapping, service blueprinting, User Research and Design Thinking to understand and articulate in depth both physical and digital customer journeys. This role will involve both hands on Service design and leading people responsibilities.


As part of a multi-disciplinary team, you will work particularly closely with Product Designers, Researchers and Product Owners to collaboratively improve and build on the overall experiences by understanding customer needs, supporting business goals, and using Design Thinking to make this a reality.


The work you do will ensure we can deliver excellent, innovative experiences that really meet the needs of our customers, and at the same time supporting the business needs.


  • Extensive confirmed experience designing end to end experiences for real-life products
  • Previous experience in or the passion for mentoring, developing, and strengthening a team of junior to senior level Product designers
  • Confident being responsible for the entire service design process from concept through to delivery
  • Proficient in developing and leading an end-to-end service or proposition, applying critical thinking throughout the project.
  • Advocate of the customer voice throughout the entire design process and any outputs
  • Produce and own quality designs independently and build value propositions (Independently create customer value propositions, produce high quality design (service maps, blueprints, user flows, prototypes), and supporting documentation.
  • Plan, design and facilitate workshops, distil output and see opportunities and next steps, and develop the team.
  • Highly confident in using software, tools and service design methods, able to establish an efficient design process and mentor others
  • Excellent knowledge of user-centred methodologies and design processes and know how to make impactful decisions.
  • Conduct user research to collect qual and quant data and creatively use it to develop innovative solutions
  • Comfortable with the research process, gaining and analysing customer’s problems and identifying sweet spots for innovation

This is an exciting opportunity to join our global business. In return, we provide an inspirational working environment, a competitive benefits package and opportunities to stretch and grow your career. Interested? Great, apply now!