Service Design Lead – AI-Enabled Operations

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead the discovery phase for transforming a content studio, from conducting stakeholder interviews to developing an evidence-based case for change.

• Establish the discovery strategy, planning, and priorities.

• Organize and facilitate stakeholder interviews and workshops.

• Analyze current-state processes, identifying pain points and automation opportunities, including AI integration.

• Define future-state workflows and the operating model, outlining roles, responsibilities, and governance.

• Transform research findings, data, and stakeholder feedback into actionable insights, recommendations, and priorities.

• Develop the business case for adopting AI and create a phased transition roadmap that addresses efficiency gains, sequencing, dependencies, and associated risks.

• Generate client-ready discovery reports, process maps, roadmaps, and presentations.

• Prototype or pilot new workflows, refine them based on user feedback, and assist with stakeholder adoption.

• Influence broader operational redesign while integrating practical and responsible AI into the client’s operating model.

• Collaborate exclusively with Greenpark’s pharmaceutical client team on their projects.

⛳️ Requirements

• Over 7 years of experience in business consultancy, creative/content organization design, or senior UX research, preferably in a client-facing or agency context.

• Practical experience in discovery, including current-state mapping, pain-point analysis, automation evaluation, and future-state workflow design.

• Proven history of delivering evidence-based recommendations, phased roadmaps, and business cases for evolving business models.

• Experience in defining and guiding a new positioning for a business or service.

• Proficient in leading interviews and workshops at various organizational levels.

• Strong understanding of AI, including familiarity with LLM assistants like Claude, ChatGPT, and Copilot, as well as automation platforms and AI features in productivity software.

• Knowledge of incorporating AI into operating models, with a focus on process redesign, roles, governance, and change management.

• Awareness of responsible AI practices and human-in-the-loop design principles.

• Excellent facilitation and communication skills, capable of bridging gaps between technical and non-technical stakeholders.

• A structured, analytical, and change-oriented mindset; comfortable navigating ambiguity during the early discovery phases.

• Must be based in the UK.

• Alignment with Greenpark’s core values: ‘We Strive’, ‘Acting Together’, and ‘With Kindness’.

🏝️ Benefits

• Fixed-term employment from 1 November 2026 to mid-January 2027.

• An inclusive, respectful, and collaborative workplace culture.

• Opportunity to work closely with a global pharmaceutical client and gain extensive exposure to a leading global brand.