Service Design Lead – AI-Enabled Operations
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Job Description
Service Design Lead transforming a pharmaceutical client’s content studio through AI-enabled workflows. Leading discovery, operating-model redesign, business cases and adoption roadmaps.
Responsibilities:
- Lead the discovery phase of a content studio transformation from stakeholder interviews through an evidence-based case for change
- Set the discovery approach, plan and priorities
- Plan and run stakeholder interviews and workshops
- Map current-state processes and identify pain points and opportunities for automation and AI
- Define future-state workflows and the operating model, including roles, responsibilities and governance
- Convert research, data and stakeholder input into insights, recommendations and priorities
- Build the business case for AI adoption and a phased transition roadmap covering efficiency gains, sequencing, dependencies and risk
- Produce client-ready discovery reports, process maps, roadmaps and presentations
- Prototype or pilot new workflows, iterate on user feedback and support stakeholder adoption
- Shape wider operational redesign and embed practical, responsible AI into the client’s operating model
- Work exclusively within Greenpark’s pharmaceutical client team on their projects
Requirements:
- 7+ years in business consultancy, creative/content organisation design or senior UX research, ideally in a client-facing or agency setting
- Hands-on discovery experience: current-state mapping, pain-point and automation analysis, and future-state workflow design
- Track record of evidence-based recommendations, phased roadmaps and business cases for transitioning business models
- Experience defining and steering a new positioning for a business or service
- Experience leading interviews and workshops at all levels
- Solid understanding of AI and working knowledge of LLM assistants such as Claude, ChatGPT and Copilot, automation platforms, and AI features in productivity suites
- Understanding of embedding AI into operating models, including process redesign, roles, governance and change management
- Awareness of responsible AI and human-in-the-loop design
- Strong facilitation and communication skills, translating between technical and non-technical audiences
- Structured, analytical and change-oriented approach; comfortable with ambiguity early in discovery
- Based in the UK
- Alignment with Greenpark’s core values: ‘We Strive’, ‘Acting Together’ and ‘With Kindness’
Benefits:
- Fixed-term employment from 1 November 2026 to mid-January 2027
- Inclusive, respectful and collaborative workplace culture
- Opportunity to work closely with a global pharmaceutical client and gain deep exposure to a global brand
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