Working for a very high-growth, industry-leading digital business, the Lead Service Designer will lead end-to-end service design across digital journeys, contact centres and operational processes within a complex model involving millions of customers and thousands of partners.
The Lead Service Designer will be responsible for:
- Owning end-to-end service design strategy across complex customer journeys
- Identifying pain points across app, service and operations
- Designing and implementing measurable improvements
- Leading cross-functional initiatives from discovery to delivery
- Blending automation, AI and human support into seamless journeys
- Clearly defining and tracking impact (CX, operational, commercial)
The Lead Service Designer will have:
- A track record of delivering measurable impact (customer behaviour, business performance, operational outcomes)
- Owning end-to-end service design strategy across complex customer journeys
- Strong systems thinking across digital and operational ecosystems
- Ability to demonstrate tangible impact in previous roles — what changed and how it was measured
- Confidence influencing and leading teams through change
- Comfort operating at pace in a scaling environment
- Experience with or curiosity about AI and automation
- Candidates could come from many industries including ecommerce, retail, travel, finance, marketplace, insurance, government, etc.
This is a great opportunity for a talented Lead Service Designer to help build, scale and deliver real impact at a huge brand, loved by their customers.
Lead Service Designer
£95k + bonus + benefits
London / hybrid