Service Designer (UX)

Service Designer (UX) – Job Description

Job Title - Service Designer (UX)

Location - London (hybrid working, 3 days in office)

Contract - Full-time (permanent) 

About
Here at Beryl, we have a clear vision: to build a better world by getting more people in cities moving sustainably.

Our aim is to be the UK's leading micromobility company, delivering sustainable, shared schemes to UK communities. As the only B-Corp micromobility operator, we care about community, safety, the environment, and effective design. Beryl is growing nationally and now is the most exciting time to join our team.

About the role

We're looking for a service designer who can continue to improve the whole Beryl experience, from a rider unlocking a bike to the council partner reviewing scheme data and the operations team keeping vehicles on the street. You'll lead service design across the business and still be hands-on with UX for our app and digital tools, for our riders and internal teams.

The app is only one part of what makes a Beryl journey work. Parking bays, vehicle availability, customer support, council reporting and the people who rebalance and repair our fleet all shape the experience just as much.

You'll look at the end-to-end service, find where it breaks down for riders, partners and our own teams, and design fixes that work across both digital and physical touchpoints. Strong UX skills remain essential, because many of those fixes will land in the app.

What you'll do

• Map the full Beryl journey for riders, council partners and our operations teams.


• Get out on the street to talk to riders and see how our schemes really work.


• Spot where the service breaks down and design practical fixes with software and hardware teams


• Continue to improve and design the rider app and internal tools


• Test ideas with real users and use data to decide what to do next.


• Work closely with product, engineering, operations and customer support.


• Monitor latest trends in mobility and among competitors to advance our service offering.

What you'll bring

Essential

• 4+ years in service design, UX design or a closely related role, with a portfolio showing both.


• Hands-on experience with service blueprints, journey maps and ecosystem maps, and using them to drive real change.


• Strong UX craft: interaction design, information architecture, prototyping and usability testing.


• Confidence in running qualitative research and turning findings into clear recommendations.


• The ability to work with people across the business, from engineers to operations staff to council officers.


• Clear, concise communication, written and in person.

Desirable

• Experience in transport, mobility, public services or another service with a physical, on street element.


• Experience working with local authorities or other public-sector partners.


• Comfort using quantitative data (product analytics, ride data, support tickets) alongside research.


• Effective and responsible use of AI tools in research, data analysis and the design process, with good judgement about where they help and where they don't.


• Experience setting up a design function or design practices in a growing company.
  

What we offer in return

• The chance to build the business and help Beryl on our journey to become one of the biggest micromobility operators in the world


• 32 days off inclusive of bank holidays


• Employer pension contributions


• Paid sick leave


• Enhanced parental leave


• Birthdays off


• Employee assistance program (counselng support)


• Learning and development budget


• Cycle to work scheme - discounted bikes & accessories


• Tech scheme - discounted technology, home, cycling products


• Paid volunteer days


• Discounted gym memberships across the UK

Diversity
At Beryl, we are proud to be an equal opportunity employer. All candidates will be fairly reviewed for the role without regard to race, religion, sexuality, age, disability, gender identity, nationality, or any other protected status. We particularly welcome people from a BAME background or those who are disabled as they are currently under-represented in our workforce. If you wish to discuss reasonable adjustments for this role please indicate this within your application and we will be in touch with you.

While upholding the Equalities Act we are committed to continuing to improve our workplace culture and environment. We strive to support all staff and maintain an inclusive workplace, we champion and support mental health and wellbeing activities.

We value employees from diverse backgrounds and family arrangements, and have flexible working policies that support our staff in balancing their personal and work lives.