One of the UK’s biggest consumer brands is hiring a Lead Service Designer to help embed and scale service design as a strategic disciplin. This is a business undergoing a major shift — from launching products to delivering best-in-class end-to-end customer experiences. With customer experience now a CEO-level priority, service design is central to driving that transformation at scale across millions of customers.
The Lead Service Designer will be responsible for:
- Owning end-to-end service design strategy across complex customer journeys
- Partnering with Product, Technology, Operations and Content Design to drive joined-up, cross-channel experiences
- Building and leading a high-performing service design team
- Using data, behavioural insight and research to inform decisions (what customers do, not just what they say)
- Delivering measurable improvements across CX, operational efficiency, and commercial outcomes
- Leading initiatives from discovery through to delivery and optimisation
The Lead Service Designer will have:
- Service Design leadership experience
- Experience leading service design in complex, large-scale environments
- A track record of delivering measurable impact (customer behaviour, business performance, operational outcomes)
- Strong systems thinking and ability to work across end-to-end journeys
- Confidence using analytics and evidence to shape decisions
- Background in consumer-facing businesses (e.g. retail, ecommerce, finance, media, entertainment, gaming, etc.)
- Candidates could come from roles such as Head of Service Design, Service Design Lead, Senior Service Designer, etc.
This is a great opportunity for a talented Lead Service Designer to shape how service design operates at scale, with strong executive backing and real influence across the organisation.
Lead Service Designer
£80-95k + bonus + benefits
London / hybrid
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