Lead Service Designer

Overview

As Service Design Lead you will shape scalable, shopper-centric retail experiences that create real business value. You’ll work with User Research and Service Design to define today’s services and how they should evolve to meet tomorrow’s needs. You’ll partner with product leadership to prioritise problems and align strategy with business goals. You will lead end-to-end service design across cross-functional programs, uniting physical and digital touchpoints. This is a chance to elevate a world-renowned brand by turning research into clear, actionable service concepts.

Pay / Benefits

• Family Care Leave
• life and disability insurance
• wellbeing resources
• colleague discount
• bonus scheme
• hybrid work policy

Responsibilities

• Lead end-to-end service design across complex, cross-functional programmes
• Map and reimagine omnichannel journeys across physical and digital environments
• Create service blueprints that articulate actors, systems, touchpoints and processes
• Shape product strategy and support evidence-led prioritisation decisions
• Collaborate with product managers, designers and engineers to connect research to strategy
• Foster a learning culture through prototyping, experimentation and rapid testing
• Facilitate inclusive workshops to align diverse stakeholders around a common goal
• Communicate complex ecosystems with clear narratives to secure buy-in and execution

Key requirements

• 10+ years of professional experience
• Experience leading work in-house or at top-tier design firms
• Strong hands-on user research experience with strategic outcomes
• Proven ability to map and visualise complex omnichannel journeys
• Expertise in service blueprints and cross-functional collaboration
• Strong relationship-building with senior stakeholders
• Commercial mindset aligned with customer needs and business priorities
• Experience prototyping and lean experimentation
• Exceptional visual storytelling and communication skills
• Professional proficiency in English

• relationship-building
• navigating ambiguity
• cross-functional collaboration
• service design
• user research methodologies
• journey mapping and service blueprinting

Full job description from WhatJobs. Apply for this role →