Lead Service Designer - Digital Customer Experience
London | Hybrid
Permanent Opportunity
£70,000-£85,000 + Benefits
Lead the vision. Shape the experience. Make an impact. Exciting projects with both Public Sector & Government Clients!
We're looking for an experienced Lead Service Designer to join a growing Digital Customer Experience practice, leading high-profile transformation programmes and shaping the future of digital services.
This is a fantastic opportunity to combine strategic leadership with hands-on design, working with senior stakeholders and multidisciplinary teams to turn complex challenges into innovative, user-centred and scalable solutions.
What will you be doing?
- Lead end-to-end service design programmes, from initial discovery through to delivery and live operation.
- Define service strategies, future-state experiences and service architectures.
- Drive user research, prototyping, testing and design delivery.
- Lead design sprints, workshops and co-creation sessions.
- Develop service blueprints, customer journeys and new propositions.
- Influence senior stakeholders and shape key strategic decisions.
- Mentor and develop designers, helping build a high-performing design practice.
- Support client proposals, new business opportunities and project development.
- Drive innovation across design methodologies, standards and AI-enabled services.
What are we looking for?
- Proven experience leading end-to-end service design programmes.
- Strong stakeholder management skills, including influencing senior decision-makers.
- Expertise in service blueprinting, journey mapping, systems mapping and proposition development.
- Experience leading, coaching and developing multidisciplinary teams.
- Excellent facilitation, communication and workshop skills.
- The ability to connect strategic design with practical delivery in agile or hybrid environments.
- Strong commercial awareness and the confidence to challenge ideas constructively.
- Experience with GDS Service Standards, accessibility, regulated industries or AI-enabled services would be a real advantage
Ready to take the lead?
If you're an ambitious Service Design leader who enjoys tackling complex challenges, influencing at senior level and turning big ideas into real-world outcomes, this could be your next move.
Security: Eligibility for SC-level security clearance is required, subject to the relevant clearance criteria.
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Service Design Lead - Digital Customer Experience in City of London employer: 83zero Ltd
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