SERVICE DESIGNER AT SAFARICOM KENYA

SERVICE DESIGNER AT SAFARICOM KENYA

SEO Title: Service Designer at Safaricom Kenya – Nairobi | Apply by September 23, 2026

Meta Description: Safaricom Kenya is hiring a Service Designer in Nairobi to design seamless end-to-end customer services across M-PESA, digital, USSD, call centres, agents and partner channels. Apply by September 23, 2026.

SEO Slug: service-designer-safaricom-kenya

JOB DETAILS

Job Detail| Information

Job Title| Service Designer

Company| Safaricom Kenya

Location| Nairobi, Kenya

Job Type| Full Time

Qualification| BA/BSc/HND

Experience| Not specified

Category| ICT / Computer

Salary| Not specified

Posted Date| September 17, 2026

Deadline| September 23, 2026

JOB OVERVIEW

Safaricom Kenya is seeking a Service Designer to join its Service Design function, with a focus on Financial Services.

The Service Designer will be responsible for designing and improving complete customer services rather than focusing only on individual digital interfaces. The role involves understanding the entire customer journey and coordinating the different channels, processes, technologies and teams that contribute to the overall customer experience.

Within Financial Services, the role will contribute to creating seamless experiences across channels including M-PESA applications and portals, USSD, call centres, agents, retail and partner systems.

The successful candidate will work through the full service design lifecycle, including Discover, Design, Validate, Measure and Improve.

ABOUT SAFARICOM KENYA

Safaricom is a leading telecommunications and technology company in Kenya, providing communication, broadband internet and financial services.

The company provides products and services across areas including telecommunications and financial technology, with M-PESA forming an important part of its financial services offering.

KEY RESPONSIBILITIES

1. Design End-to-End Services

- Design current-state and future-state customer journeys across digital and offline channels.

- Create and maintain service blueprints.

- Map customer actions and frontstage experiences.

- Map backstage operations, processes and partners supporting the customer experience.

- Identify areas where different parts of a service fail to work together effectively.

2. Use Evidence to Guide Design

- Conduct or use user research to understand customer needs.

- Carry out service audits.

- Analyze qualitative and quantitative data.

- Identify customer pain points, constraints and opportunities.

- Use evidence to inform and refine service design decisions.

3. Prototype and Validate Services

- Develop prototypes of proposed service concepts.

- Test concepts with real users.

- Identify potential problems before services are developed and scaled.

- Iterate designs based on customer feedback and testing results.

4. Measure and Improve Services

- Establish journey-level customer experience measurements.

- Work with measures such as jNPS and CES where appropriate.

- Interpret customer experience results.

- Convert insights into actionable improvement initiatives.

- Track improvement actions and ensure feedback is connected to service changes.

5. Collaborate Across Teams

The Service Designer will work with a range of teams and specialists, including:

- Product designers

- UI/UX designers

- Customer journey specialists

- User researchers

- Product managers

- Engineers

- Operations teams

- Call centre teams

- Partner teams

The role will involve aligning service design with technical design and communicating design recommendations through clear evidence and storytelling.

6. Maintain Service Design Standards

- Deliver projects according to Safaricom's Service Design standards and playbook.

- Contribute to consistent and high-quality service design practices.

- Document completed engagements as service design case studies.

7. Champion Customer-Centred Design

- Advocate for human-centred design.

- Promote inclusive and accessible services.

- Consider the needs of different customer groups, including underserved customers.

- Ensure services are designed around customer needs rather than organizational structures.

QUALIFICATIONS AND REQUIREMENTS

Applicants should have:

- A degree in Design, Human-Centred Design, Business, Technology, Social Sciences or a related field, or equivalent practical experience.

- Experience in service design or a closely related discipline.

- Relevant experience may include:

- UX/UI design

- Customer journey design

- Design research

- Systems design

- Business design

- Product

- Operations

- A portfolio demonstrating design thinking and problem-solving.

- Portfolio evidence of end-to-end service design is particularly relevant.

- Experience creating journey maps and service blueprints is advantageous.

- Evidence of customer or business impact through previous design work.

- Experience producing UX deliverables such as:

- Journey maps

- Service blueprints

- User flows

- Wireframes

- Prototypes

- Experience working across multiple channels.

- Experience collaborating within cross-functional or multidisciplinary teams.

- Working knowledge of human-centred design.

- Understanding of design thinking.

- Knowledge of inclusive and accessible design principles.

KEY SKILLS

The ideal candidate should demonstrate:

- Service design

- Design thinking

- Human-centred design

- Customer journey mapping

- Service blueprinting

- UX/UI design

- User research

- Prototyping

- User testing

- Data-driven decision-making

- Problem-solving

- Stakeholder management

- Cross-functional collaboration

- Storytelling and presentation

- Inclusive design

- Accessibility

- Customer experience measurement

IDEAL CANDIDATE

The role is suited to a designer or related professional who can look beyond individual products or interfaces and understand how an entire service works from the customer's perspective.

Candidates should be able to connect customer research and evidence with business processes, technology, operations and customer-facing channels.

A strong portfolio will be important because it allows applicants to demonstrate how they approach complex problems, create design solutions and measure their impact.

SALARY AND WORK ARRANGEMENT

The salary has not been specified in the vacancy information.

The position is listed as Full Time and is based in Nairobi, Kenya.

HOW TO PREPARE YOUR CV AND PORTFOLIO

Applicants should tailor their CV specifically to service design.

Highlight experience involving:

- Customer journey mapping.

- Service blueprints.

- UX/UI design.

- User research.

- Prototyping and testing.

- Cross-functional product development.

- Customer experience improvement.

- Digital and offline service channels.

- Business process improvement.

- Data-informed design decisions.

Your portfolio should contain practical examples of your design work. Where possible, explain the problem, research, design process, solution and resulting customer or business impact.

APPLICATION DETAILS

Interested and qualified candidates should apply through Safaricom Kenya's official recruitment platform.

Application Deadline: September 23, 2026

Applicants should submit their applications before the stated deadline.

JOB SUMMARY

Safaricom Kenya is recruiting a Service Designer in Nairobi. The role focuses on designing and improving end-to-end services, particularly within Financial Services.

The successful candidate will work across M-PESA apps and portals, USSD, call centres, agents, retail and partner systems to create seamless customer experiences.

Applicants should have a relevant degree or equivalent practical experience, service design or related experience, a strong portfolio and experience with design deliverables such as journey maps, service blueprints, flows, wireframes or prototypes.

Deadline: September 23, 2026.

FREQUENTLY ASKED QUESTIONS

1. What position is Safaricom hiring for?

Safaricom Kenya is hiring a Service Designer.

2. Where is the job based?

The position is based in Nairobi, Kenya.

3. What is the employment type?

It is a Full Time position.

4. What qualifications are required?

A degree in Design, Human-Centred Design, Business, Technology, Social Sciences or a related field is required, or equivalent practical experience.

5. Is previous service design experience required?

The vacancy asks for experience in service design or a closely related discipline such as UX/UI, customer journey, design research, systems or business design, product or operations.

6. Is a portfolio required?

The vacancy specifically asks for a portfolio demonstrating design thinking and problem-solving.

7. What design deliverables should applicants know?

Relevant deliverables include journey maps, service blueprints, flows, wireframes and prototypes.

8. What is the salary?

The salary has not been specified.

9. When is the deadline?

The application deadline is September 23, 2026.

10. How do I apply?

Interested candidates should apply through Safaricom Kenya's recruitment platform.

IMPORTANT JOB SEEKER NOTICE

Never pay money to obtain employment, secure an interview or influence a recruitment decision. Be cautious of anyone requesting payment for certificates, assessments or recruitment services. Always verify recruitment communications and use the employer's official recruitment process.

For more job description visit: jobopenings.co.ke