Job title: Service Designer Responsible to: Head of Service Design Based: Hybrid - The Grange, Saunderton, Princes Risborough OR Beatrice Wright Centre, Bielby, York Contract: Permanent We are looking for a highly motivated, people-focused Service Designer to help us create, improve, and expand services that support people with hearing loss. This is a really exciting time to join Hearing Dogs, as we are growing and evolving our services to reach more people in more ways, including expanding our in-person support, developing new digital offers, and testing innovative approaches to service delivery. This is a unique opportunity to shape services that address both the practical and emotional needs of people with hearing loss, including life-changing hearing dog partnerships, something no other charity provides.

You will play a key role in evolving and developing services that truly meet people’s needs, working closely with people with lived experience, volunteers, and colleagues across the organisation. You’ll take ideas from concept through to real-world pilots, learning what works and helping to scale successful services. The role You will contribute to the design, testing, and improvement of services, using a person-centred approach.

This is a hands-on and collaborative role, combining practical delivery with insight-driven design. Design, test and improve services with people with lived experience, using a person-centred and inclusive approach Lead hands-on pilots and trials of new service concepts, working directly with people with lived experience in real-world, in-person and digital settings Work collaboratively with people with lived experience, volunteers and frontline teams to co-design and refine services Translate pilot learning into clear recommendations and support the scaling of successful services across the organisation Work across teams to ensure services are connected, efficient, and easy to use Work closely with the Insight and Impact team to understand needs, behaviours and pain points Develop end-to-end service journeys and personas, ensuring a holistic understanding of how people experience services Create clear, practical visuals and documentation to explain service design, including journeys, processes, roles and systems Support colleagues to adopt new service models through collaboration, guidance and training Use data, insight and feedback to monitor service performance and continuously improve Stay informed about sector trends, competitors and emerging technologies to enhance service delivery Explore how digital and AI-enabled approaches can improve service quality and efficiency Collaborate with digital, delivery and engagement teams to ensure services are accessible, inclusive and meet real needs We are looking for someone who is practical, collaborative, and motivated by improving people’s lives.