Introduction
This is a senior leadership role within a large-scale consumer business, shaping how customer journeys and product experiences are designed and delivered. You’ll lead a high-performing function at the heart of transformation, driving both operational excellence and commercial impact.
Role Overview:
- Location: UK (hybrid)
- Day Rate: Competitive day rate (inside IR35)
- Industry: Consumer / Telecommunications
What You’ll Be Doing:
- Leading a large, embedded function of Business Analysts and Service Designers across multiple product areas
- Driving quality, consistency, and delivery across a complex, matrixed environment
- Owning and evolving Service Design practices, including journey mapping, service blueprinting, and end-to-end experience design
- Connecting design outputs to Product Management, ensuring alignment with broader business strategy
- Translating design and delivery decisions into commercial outcomes such as cost efficiency, customer retention, and service performance
- Building and scaling a Centre of Excellence model, including frameworks for capability, progression, and hiring
- Influencing senior stakeholders across the organisation, operating at Director and MD level without direct authority
- Embedding best practice and raising the bar across both Business Analysis and Service Design disciplines
Main Skills Needed:
- Proven experience leading large-scale, multi-disciplinary teams (80–150+ people) in complex organisations
- Strong background in both Business Analysis and Service Design, with hands-on understanding of end-to-end customer journeys
- Commercial awareness, with the ability to link delivery decisions to financial and operational outcomes
- Experience building or scaling capability frameworks, CoEs, or competency hubs
- Confident stakeholder management at senior leadership level, with strong influencing skills
- Background in consumer-focused industries such as telecoms, retail, or financial services
- Ability to step into senior roles quickly and establish credibility from day one
- Previous consulting or interim leadership experience is advantageous
What’s in It for You:
- Opportunity to lead at real scale within a high-impact environment
- A visible, business-critical role with direct influence on customer experience and commercial performance
- The chance to shape and mature a function spanning both Business Analysis and Service Design
- Collaborative, fast-paced environment with strong senior stakeholder exposure
- Flexibility through a hybrid working model
- A role suited to someone who thrives on challenge and delivering immediate impact
Call to Action:
Careers move fast. Let’s make sure yours is heading the right way.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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