Service Designer
AI summary
Safaricom PLC is hiring a Service Designer in Nairobi to design end-to-end, friction-free services across digital and offline channels within Financial Services. The role covers the full design lifecycle from discovery to improvement, working with multidisciplinary teams to map journeys, prototype concepts, and measure experience. Applications close on November 16, 2026.
- End-to-end service design across M-PESA apps, USSD, call centres, agents and partners
- Full design lifecycle ownership: Discover, Design, Validate, Measure and Improve
- Requires degree in design, business, technology or related field
- Portfolio with journey maps, service blueprints and impact evidence needed
- Application deadline is November 16, 2026
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in retail, call_center, entregadorThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Service Designer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Safaricom PLC and the role in Nairobi.
- Add concrete examples related to retail, call_center, entregador, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Opened Career Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-11-16.
Source and safety check
- Opened Career Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-11-16
- HighThe post may mention payment. Verify directly with the official source before continuing.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Service Designer role in retail, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Safaricom PLC before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
- September 17, 2026
- Nairobi
- ,
- Kenya
- Expiration date
- November 16, 2026
- 2 Years
- Gender
- Both
- Qualification
- Bachelor Degree
- Job Description
- Job Description
- What we’re looking for;
- In keeping with our current business needs, we are looking for a person who meets the criteria indicated below
- Reporting to the Service Design Chapter Financial Services Lead, the role purpose is as highlighted below;
- Service Design at Safaricom is the practice of designing and orchestrating the whole service end to end, across every channel and the frontstage
Experience
and backstage operations that deliver it, so the customer’s journey works as one. The Service Designer designs friction-free, end-to-end services that drive customer uptake and lift experience, working to the human-centred design standard the business builds within, and connecting the specialist crafts around the customer rather than the organisation’s own structure.
In Financial Services, this means designing services that work as one seamless, consistent
across every channel, the M-PESA apps and portals, USSD, call centres, agents, retail and partner systems, so a customer can move between channels without friction or losing context, and owning the seams between them where experiences most often break. The role changes and improves how a service works, which can involve changes across processes, channels, operations and technology, not only the interface a customer sees. The Service Designer works across the full design lifecycle, Discover, Design, Validate, Measure and Improve, embedding design early in the product development process rather than being called in to repair services after they launch.
measurement (such as jNPS and CES), interpret the results, and translate them into improvement actions that are owned and tracked, closing the loop between insight and action.
Collaborate and influence. Work closely with Product & UI/UX designers, customer journey specialists, researchers, product managers, engineers, operations, call centre and partner teams, aligning service and technical design, and influencing stakeholders through clear storytelling and evidence.
Work to the standard. Deliver work to the Service Design standard and playbook, contribute to a consistent and high-quality practice, and document each engagement as a service design case study.
Champion the customer. Advocate for human-centred, inclusive design so that services work for all customers, including the underserved.
Qualifications
Must have technical / professional qualifications:
A degree in design, human-centred design, business, technology, social sciences or a related field, or equivalent practical experience.
in service design, or in a closely related discipline such as UX or UI design, customer journey, design research, systems or business design, product or operations, from which the person is growing into end-to-end service design.
A portfolio demonstrating design thinking and problem solving, ideally including end-to-end service design work such as journey maps and service blueprints, and evidence of customer or business impact.
producing user
deliverables such as journey maps, service blueprints, flows, wireframes or prototypes.
working across multiple channels and collaborating within cross-functional or multidisciplinary teams.
A working understanding of human-centred design, design thinking and inclusive, accessible design.
Responsibilities
Key Accountabilities
and decision ownership:
Working across the delivery lifecycle and within multidisciplinary teams, the Service Designer will:
Design end-to-end services. Design current-state and future-state customer journeys across digital and offline channels, and create and maintain service blueprints that map customer actions, the frontstage experience, and the backstage operations, processes and partners that support it.
Ground design in evidence. Use user research, service audits and both qualitative and quantitative data to understand real customer needs, identify pain points and constraints, and iterate on design decisions.
Validate before scaling. Prototype and test service concepts with real users to surface what breaks early, iterating designs before they are built and scaled.
Measure and improve. Set up journey-level