Lead Service Designer

Job ref: 32643

The Brand

Are you passionate about crafting exceptional customer experiences and driving service innovation? We are a forward-thinking, customer-centric company undergoing a digital transformation. We aim to redefine our operating model to deliver seamless, intuitive, and agile digital experiences for our customers and employees.

Join us in a pivotal moment as we reshape how we work, improve performance, and make a significant impact on the people we serve. We embrace diversity and foster an inclusive environment where every team member contributes to our success.

The Role

We are seeking a Lead Service Designer to join our expanding User Experience (UX) team. You will play a key role in leading the service design strategy, introducing best practices, and working cross-functionally to enhance the overall customer and employee experience. From stakeholder analysis and research to creating design concepts, you’ll influence senior stakeholders and collaborate with teams across the business, including UX, Product, IT, Operations, and Support.

Key Responsibilities:

• Lead cross-functional teams to improve services, reduce costs, and enhance both customer and internal experiences.
• Facilitate workshops and research activities to evaluate and improve current services.
• Work with senior stakeholders to create Service Design blueprints and deliver wireframes and prototypes to communicate visions for service improvements.
• Transform customer insights into actionable design solutions, guiding user flows, journey maps, and information architecture.
• Champion user-centered design principles throughout the product development lifecycle, iterating on designs based on feedback.
• Stay up-to-date with industry trends and emerging design technologies to continuously refine and innovate our design process.

The Person

We are looking for a proactive and collaborative leader with a passion for service design and customer experience. You should have a strategic mindset, a strong portfolio, and the ability to communicate effectively with senior executives and cross-functional teams.

Key Skills & Experience:

• Bachelor’s degree in Design, HCI, Interaction Design, or related field; Master’s degree is a plus.
• 4-8 years of professional experience as a Lead/Senior Service Designer.
• Proven ability to lead projects from concept to completion, with a portfolio showcasing service blueprints and case studies.
• Strong experience in user research, usability testing, and behaviour analysis.
• Excellent communication skills with the ability to articulate design decisions and lead conversations with senior stakeholders.
• Ability to foster collaboration across departments and adapt to evolving project requirements.
• Passion for staying current on industry trends and driving innovation.

Why Join Us?

This is an exciting opportunity to join a company at the forefront of digital transformation. You’ll have the chance to lead cutting-edge service design initiatives, influence strategic direction, and work in a collaborative environment that values creativity and innovation.

We offer a comprehensive benefits package, including:

• Retirement savings plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave
• Flexible benefits like discounted gym memberships, life assurance, and holiday buying
• 24/7 access to counselling and support through our Employee Assistance Programme

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Billy Buckley

Senior Talent Partner

billy@wecomm.co.uk