At dunnhumby, we’re on a mission to unlock extraordinary growth and innovation for our clients. As part of this, we are expanding our strategic design capabilities to tackle complex challenges in a human‑centred, commercially grounded way. 

As a Service Design Principal, you will play a pivotal role in shaping and delivering end‑to‑end value across our core capabilities: Media, Loyalty & Personalisation, and Category Management. You’ll work closely with global clients and cross‑functional teams—including Commercial, Product & Tech, Strategy, and Data Science—to co‑create impactful, scalable solutions that connect customer needs with business opportunity. 

A craftsperson of the highest level, you combine strategic clarity, structured problem‑solving and exceptional communication with deep design expertise. You guide, elevate, and approve the work of other designers and researchers, and are trusted to lead high‑stakes, high‑complexity initiatives. You bring presence, credibility, and the ability to shape thinking at senior levels across dunnhumby and with clients. 

Key Responsibilities 

• Lead the design and development of end‑to‑end service experiences for new and existing propositions, ensuring solutions are desirable, viable, and feasible. 

• Bring structure and clarity to ambiguous problems, framing challenges at the business, proposition, and ecosystem level—not just features. 

• Collaborate with internal and external stakeholders to deeply understand needs, pain points, and commercial opportunities. 

• Translate insights into compelling service blueprints, customer journeys, experience architectures, and prototypes. 

• Partner effectively with commercial and proposition leads to align experience definition with market opportunities and strategic direction. 

• Facilitate co‑creation workshops, strategic framing sessions, and design sprints with clients and internal teams. 

• Communicate complex ideas clearly and concisely, crafting narratives that influence senior audiences and support strategic decision‑making. 

• Champion a human‑centred approach across the organisation and raise the bar for design quality, thinking, and craft. 

 

What We’re Looking For 

• Proven experience leading end‑to‑end service design in complex environments—ideally consultancy, platform‑oriented organisations, or innovation‑led teams. 

• Exceptional problem structuring, strategic thinking, and the ability to operate confidently at proposition/business‑model level. 

• Strong business acumen, with awareness of commercial opportunity development, market dynamics, and value creation. 

• A portfolio demonstrating high‑impact service design work from insight through to implementation, ideally involving large‑scale proposition design. 

• Excellent stakeholder management and facilitation skills, with presence and credibility in senior and client‑facing settings. 

• Ability to synthesise complexity into clear, logical, and compelling narratives. 

• Experience in Enterprise B2B industries 

• Experience in retail, media, loyalty, or data‑driven environments is a plus. 

• Comfortable working in fast‑moving, cross‑functional settings where shaping direction is as important as delivering outputs.