Service Designer

About the role

Safaricom is hiring a Service Designer based in Westlands, Kenya, to design end-to-end services across digital and offline channels. The role works across the delivery lifecycle in multidisciplinary teams, grounding design in evidence and validating concepts before scaling.

Key responsibilities

• Design current-state and future-state customer journeys and maintain service blueprints mapping actions, frontstage experience and backstage operations, processes and partners.
• Use user research, service audits and qualitative and quantitative data to understand customer needs, pain points and constraints.
• Prototype and test service concepts with real users, iterating designs before they are built and scaled.
• Set up journey-level experience measurement (such as jNPS and CES), interpret results and turn them into tracked improvement actions.
• Work closely with Product and UI/UX designers, researchers, product managers, engineers, operations, call centre and partner teams, and influence stakeholders through clear storytelling and evidence.
• Deliver work to the Service Design standard and playbook, document each engagement as a case study, and advocate for human-centred, inclusive design.

Required profile

• Degree in design, human-centred design, business, technology, social sciences or a related field, or equivalent practical experience.
• Experience in service design or a closely related discipline (UX/UI design, customer journey, design research, systems or business design, product or operations).
• Portfolio showing design thinking and problem solving, ideally with journey maps, service blueprints and evidence of customer or business impact.
• Experience producing UX deliverables such as flows, wireframes and prototypes, and working across channels and teams.