Service Designer: Colleague Experience & CRM Transformation

Job Description

Pontoon is seeking a hands-on Service Designer to join a large-scale transformation programme focused on improving colleague experience, operational processes and CRM-related systems in Edinburgh. The role combines design delivery with practical change management across multi-stakeholder teams.

You will map journeys, identify pain points and translate user needs into actionable service and system improvements, supporting CRM and platform changes while enabling training and adoption.