{"id":3518430,"url":"https://alion.io/job/safaricom-service-designer","title":"Service Designer","company":{"id":57573,"name":"Safaricom","domain":"safaricom.co.ke","url":"https://alion.io/company/safaricom","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":null},"role":"Design","role_family":"Design","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-22T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-22T00:00:00Z","board_verified":false,"closed_at":null,"days_open":14,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":14},"description":"Responsibilities\n\nKey accountabilities and decision ownership:\n\nWorking across the delivery lifecycle and within multidisciplinary teams, the Service Designer will:\n\nDesign 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.\n\nGround 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.\n\nValidate before scaling. Prototype and test service concepts with real users to surface what breaks early, iterating designs before they are built and scaled.\n\nMeasure and improve. Set up journey-level experience 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.\n\nCollaborate 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.\n\nWork 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.\n\nChampion the customer. Advocate for human-centred, inclusive design so that services work for all customers, including the underserved.\n\nQualifications\n\nMust have technical / professional qualifications:\n\nA degree in design, human-centred design, business, technology, social sciences or a related field, or equivalent practical experience.\n\nExperience 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.\n\nA 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.\n\nExperience producing user experience deliverables such as journey maps, service blueprints, flows, wireframes or prototypes.\n\nExperience working across multiple channels and collaborating within cross-functional or multidisciplinary teams.\n\nA working understanding of human-centred design, design thinking and inclusive, accessible design.\n\n Responsibilities\n\nKey accountabilities and decision ownership:\n\nWorking across the delivery lifecycle and within multidisciplinary teams, the Service Designer will:\n\nDesign 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.\n\nGround 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.\n\nValidate before scaling. Prototype and test service concepts with real users to surface what breaks early, iterating designs before they are built and scaled.\n\nMeasure and improve. Set up journey-level experience 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.\n\nCollaborate 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.\n\nWork 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.\n\nChampion the customer. Advocate for human-centred, inclusive design so that services work for all customers, including the underserved.\n\nQualifications\n\nMust have technical / professional qualifications:\n\nA degree in design, human-centred design, business, technology, social sciences or a related field, or equivalent practical experience.\n\nExperience 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.\n\nA 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.\n\nExperience producing user experience deliverables such as journey maps, service blueprints, flows, wireframes or prototypes.\n\nExperience working across multiple channels and collaborating within cross-functional or multidisciplinary teams.\n\nA working understanding of human-centred design, design thinking and inclusive, accessible design.","description_format":"text","description_chars":5353,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Internet Service Providers","Mobile Networks"],"lifecycle":[{"event":"open","at":"2026-10-30T10:55:31Z"}],"visa":[],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.867,"p_room":0.9,"age_days":13,"expected_fill_days":25,"reasons":["seen:13","velocity","win:mid"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/safaricom-service-designer","json_url":"https://alion.io/job/safaricom-service-designer.json","meta":{"generated_at":"2026-11-05T02:35:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3270,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":57573},"rest":"https://alion.io/mcp/rest/get_company?id=57573"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsafaricom-service-designer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsafaricom-service-designer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsafaricom-service-designer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/safaricom-service-designer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsafaricom-service-designer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3518430}},{"tool":"search_jobs","arguments":{"company":"safaricom.co.ke","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3518430},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}