Service Design Principal

dunnhumby is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. We always put the Customer First.

Our mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With deep heritage and expertise in retail – one of the world’s most competitive markets, with a deluge of multi-dimensional data – dunnhumby today enables businesses all over the world, across industries, to be Customer First.

dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Meijer, Procter & Gamble and Metro.

We’re on a mission to unlock extraordinary growth and innovation for our clients. The Growth organisation is at the heart of this mission—creating large-scale Client Value Propositions (CVPs) that drive innovation, deliver exceptional sales growth, and provide world-class consulting excellence.

As a Service Design Principal, you will play a pivotal role in shaping and delivering end-to-end CVPs across our core capabilities: Media, Loyalty & Personalisation, and Category Management. You’ll work closely with the Client Value Propositions Director, collaborating with clients and cross-functional teams across dunnhumby—including Sales, Product & Tech, Data Science, and Strategy—to co-create impactful, scalable solutions.

A craftsperson of the highest level; you guide, direct, and approve work of other designers/writers/UXRs. Trusted to lead the largest and highest impact projects to the business, often with significant complexity. You’re a leader at dunnhumby, and in the industry.

Key Responsibilities:

• Lead the design and development of end-to-end service experiences for new and existing CVPs.
• Collaborate with internal and external stakeholders to understand needs, pain points, and opportunities.
• Translate insights into compelling service blueprints, customer journeys, and prototypes.
• Facilitate co-creation workshops and design sprints with clients and internal teams.
• Ensure alignment between service design, business strategy, and technical feasibility.
• Champion a human-centred design approach across the organisation.

What We’re Looking For:

• • Proven experience in service design, ideally within a consultancy or innovation-led environment.
  • Strong case studies demonstrating end-to-end service design work, from research to implementation, particularly considering large-scale value proposition design.
  • Excellent stakeholder management and facilitation skills.
  • Ability to work across complex ecosystems and translate abstract concepts into tangible solutions.
  • Experience in retail, media, or data-driven environments is a plus.

What you can expect from us

We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect.  Plus, thoughtful perks, like flexible working hours and your birthday off.

You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.

And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof.  We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you. 

Our approach to Flexible Working

At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.

We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.

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