Job Description

For Linklaters Office in Warsaw, we are currently recruiting for the Service Design Consultant role.

Service Design Consultant is responsible for working with project, Product and Platform teams to design, implement and improve end to end user support journeys. Working in a fast-paced environment where user services change constantly, the role acts a consultant on how to best apply standard Linklaters support processes to service to drive the best digital experience.

You will be responsible for:

• Conducting user research to identify customer needs and pain points related to platform usage.

• Produceing Customer Experience / User Experience artifacts such as customer journeys, user personas, and service blueprints to create a shared understanding of the customer experience.

• Collaborating closely with product management, engineering, and leadership to shape the future of the platform's experience.

• Facilitating workshops and stakeholder interviews to align service objectives and outcomes.

• Creating clear solution development plans and collaborating to support the roll-out of initiatives through experimentation and testing.

• Developing compelling stories and visual elements to communicate ideas and secure stakeholder buy-in.

• Choreographing processes, technologies and end user interactions to drive the delivery of consistent and efficient user support experiences

• Collaborating with User Experience and User Interface designers to ensure a cohesive and integrated approach to service design, enhancing usability and consistency across the Firm's digital platforms.

• Informing strategy and innovation efforts by providing insights into customer and Firm needs through research.

• Preparing and maintaining project documentation, including research reports and design presentations.

Apply if you:

• Have 2-3 years of experience in service design, user experience, or a related discipline, ideally within professional services or digital platform environments.

• Have strong user research skills, with the ability to gather, analyse, and synthesise complex user needs, pain points, and behaviours.

• Demonstrate expertise in producing Customer Experience and User Experience artefacts (e.g., customer journeys, personas, service blueprints) to drive shared understanding and service improvement.

• Have experience facilitating workshops, stakeholder interviews, and collaborative design sessions to align objectives and co-create solutions.

• Are proficient in using relevant design and research tools (such as Miro, Figma, or similar platforms) to create compelling visual representations and communicate ideas effectively.

• Are skilled at translating insights into practical solutions, supporting the roll-out of initiatives through experimentation, testing, and iteration.

• Have strong understanding of Information Technology Infrastructure Library (ITIL) processes and best practices, or a willingness to develop this knowledge.

• Are fluent in English, both verbally and in writing.

• Have excellent interpersonal and communication skills, with the ability to work closely and effectively with cross-functional teams such as product management, engineering, and leadership.

• Are adept at developing clear project documentation, presentations, and reports aimed at a range of audiences to secure stakeholder buy-in.

• Are committed to inclusive collaboration, continuous learning, and fostering a positive, innovative team culture in line with Linklaters’ values.

Location

• Warsaw (hybrid model – min. 2 days per week at the office)

Type of contract:

• Contract of employment

Benefits

Joining Team Linklaters will see you qualify for a range of benefits designed to reward the vital contribution you'll be making to our success. These include:

• Private medical care

• Free in-house fitness centre

• Life insurance

• Worldwide travel insurance for business and non-business travel

• Benefit Multisport club card or subsidised travel card

• Wide range of training opportunities

About Linklaters
Linklaters is a people business. Being best in class in the eyes of our clients means that our people must be exceptional.
We look not only for brilliant minds, but for people who will thrive in our environment: people who love working collaboratively and demonstrate the innovative, efficient, agile, entrepreneurial, and responsible mind-set we aim to bring to every interaction.
Ours is an environment of outperformance. We achieve this not with targets and incentives, but by fostering a positive, supportive, fair, and open atmosphere.
We respect and value difference but insist on inclusivity. We celebrate all aspects of diversity and challenge any form of bias, because we want everyone to feel that they belong. This is vital to our ability to work as one team, with a common mind-set.
We recognise that one size does not fit all. Our goal is to embed flexibility across our firm by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an ad hoc basis, and we will be happy to discuss this further.

What sets us apart

At Linklaters

• We offer a truly global work experience and the opportunity to be involved in strategic projects that drive innovation and shape the future of our business

• We belong to a firm that embodies its corporate social, environment and governance responsibility commitments

• We celebrate diversity, equity and inclusion so our people can bring themselves to work

• We advocate speak-up culture to empower our people in sharing their voices and an open-door policy to ensure they are listened to

• We invest in custom-fit career paths for our people in line with their talents and aspirations

• We provide agile working solutions to meet the changing needs of our people and our business

• We are committed to people first relationships based on mutual trust, respect and appreciation

• We support the health and wellbeing of our people, providing a safe space to talk about emotions and mental health with access to expert advice as needed

• We invest in developing leaders of the future who demonstrate emotional intelligence and a passion to discover, coach and develop the talents of others

Technical Skills:

Service Design

This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.