Service Design Lead – AI-Enabled Operations [UK]

This is an FTC from the 1st November 2026 to mid-January 2027 | UK-based

About Greenpark

Greenpark is a global, award-winning digital agency specialising in omnichannel search and social. Our raison d’etre is to create amazing content that people and algorithms love. How? Through data-led and performance-driven search and social content to help brands create meaningful connections that impact people's lives. Our unique expertise in Omnichannel Search & Insights, Creative Content and Performance Tech are delivered to our clients via an ad agency and in-house models. We do this for a global client portfolio including Unilever, Campari Group, AIA, Sanofi, Nestle, Lipton, Kimberley Clark, Straumann, Ricola, Globe Telecom, and more.

Want the real inside scoop? Our Playbook gives you a peek into how we work, collaborate, and get things done at Greenpark. Check it out here

Our Values

As a company, we strive and act together in our ambition to make a positive impact for the people and brands we serve, we do everything with kindness and respect at the core. ‘We Strive’, ‘Acting Together’, ‘With Kindness’ are the values that guide us.

About the role

As a Service Design Lead – AI-Enabled Operations, you will lead the discovery phase of a content studio transformation, steering the work from the first stakeholder interview through to a clear, evidence-based case for change. Your insight will also shape a wider operational redesign workstream, helping the team embed AI in a way that is practical, responsible and built to last.

This is an in-house role within Greenpark, dedicated exclusively to supporting our pharmaceutical client. You will be fully embedded within the client team, working solely on their projects. This means you’ll collaborate closely with their teams, gain deep exposure to a global brand, and operate as an integrated part of their day-to-day organisation.

What you’ll do

• Lead the discovery phase end to end, setting the approach, plan and priorities.
• Plan and run all stakeholder interviews and workshops.
• Map current-state processes, identifying pain points and opportunities for automation and AI.
• Define future-state workflows and the operating model behind them, covering roles, responsibilities and governance.
• Turn research, data and stakeholder input into clear 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 deliverables such as discovery reports, process maps, roadmaps and presentations.
• Prototype or pilot new workflows, iterating on user feedback, and bring stakeholders with you through adoption.

About you

• 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.
• A 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, and leading interviews and workshops at all levels.
• Solid understanding of AI and working knowledge of a breadth of tools (LLM assistants such as Claude, ChatGPT and Copilot, automation platforms, AI features in productivity suites), with a realistic view of what each can and can’t do.
• Understanding of how to embed AI into operating models (process redesign, roles, governance and change management, not just tool selection), with awareness of responsible AI and human-in-the-loop design.
• Strong facilitation and communication skills, translating between technical and non-technical audiences.
• A structured, analytical, change-oriented thinker who is comfortable with ambiguity early in discovery.
• Based in the UK
• You live & breathe Greenpark’s core values ‘We Strive’, ‘Acting Together’, ‘With Kindness’ - championing openness, respect, innovation, and teamwork - so that every interaction, both internally and externally, reflects our commitment to our values.

At Greenpark, we believe the best ideas come from the widest range of perspectives. We welcome and celebrate every background, identity, and experience across our global workforce. By fostering a culture of respect, inclusivity, and collaboration, we’re committed to ensuring everyone’s voice is heard and everyone can thrive.

All applications shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status or any other protected characteristics.