Role Overview
At UXReactor, part of Ascendion, Lead Service Designers bridge strategy and execution. You'll lead discovery workstreams across specific business units or domains, conducting research, synthesizing insights, and framing opportunities while ensuring quality and alignment with the broader program vision.
You’ll manage day‑to‑day discovery activities and translate unit‑level complexity into structured opportunity frameworks that feed into enterprise transformation planning.
What You’ll Do
Lead Discovery Workstreams
Own discovery for assigned business units or functional domains (e.g., Operations, Customer Service, Finance).
Plan and facilitate stakeholder sessions, interviews, and workshops to uncover how work gets done.
Guide Senior Service Designers in documenting workflows, system dependencies, and user interactions.
Ensure discovery methods are rigorous, insights are evidence‑based, and findings are actionable.
Generate & Synthesize Insights
Analyze data, interviews, and service maps to uncover behavioral, structural, and process patterns within your domain.
Create service blueprints and ecosystem maps that visualize pain points, enablers, and hidden dependencies.
Synthesize insights that reveal how experience, process, and technology intersect to impact efficiency.
Identify patterns and themes that surface opportunities for transformation.
Frame & Prioritize Opportunities
Translate insights into compelling opportunity statements (e.g., "How might we eliminate manual handoffs in approval processes?").
Cluster and prioritize opportunities based on impact, feasibility, and alignment with business goals.
Develop structured opportunity frameworks and contribute to readiness assessments for your domain.
Collaborate with the Principal Service Designer to integrate unit‑level opportunities into enterprise roadmaps.
Visualize & Communicate Findings
Create visual frameworks, service blueprints, opportunity maps, journey maps, and insight summaries.
Develop sections of insight decks and opportunity portfolios for stakeholder communication.
Present discovery findings and opportunity frameworks to business leaders with confidence.
Partner with UX Designers to create storyboards and conceptual mockups that illustrate opportunities.
What You Bring Essential
11+ years in Service Design, CX Strategy, Experience Strategy, or Business Consulting.
Proven ability to lead discovery workstreams and manage multiple stakeholders independently.
Strong foundation in research facilitation, synthesis, systems mapping, and opportunity framing.
Experience creating service blueprints and translating complexity into structured frameworks.
Excellent facilitation, presentation, and stakeholder management skills.
Demonstrated ability to mentor and guide mid‑level practitioners.
A portfolio or case studies that show how your strategic thinking delivered tangible business value.
You’ll Stand Out If You Have
Experience leading discovery or transformation initiatives within enterprise or consulting environments.
Track record of uncovering operational inefficiencies and framing transformation opportunities.
Familiarity with opportunity prioritization and impact assessment frameworks.
Consulting experience in service transformation or business process analysis.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Technology, Information and Internet
Location
London, England, United Kingdom
Compensation
£20,000.00 - £32,000.00
#J-18808-Ljbffr
At UXReactor, part of Ascendion, Lead Service Designers bridge strategy and execution. You'll lead discovery workstreams across specific business units or domains, conducting research, synthesizing insights, and framing opportunities while ensuring quality and alignment with the broader program vision.
You’ll manage day‑to‑day discovery activities and translate unit‑level complexity into structured opportunity frameworks that feed into enterprise transformation planning.
What You’ll Do
Lead Discovery Workstreams
Own discovery for assigned business units or functional domains (e.g., Operations, Customer Service, Finance).
Plan and facilitate stakeholder sessions, interviews, and workshops to uncover how work gets done.
Guide Senior Service Designers in documenting workflows, system dependencies, and user interactions.
Ensure discovery methods are rigorous, insights are evidence‑based, and findings are actionable.
Generate & Synthesize Insights
Analyze data, interviews, and service maps to uncover behavioral, structural, and process patterns within your domain.
Create service blueprints and ecosystem maps that visualize pain points, enablers, and hidden dependencies.
Synthesize insights that reveal how experience, process, and technology intersect to impact efficiency.
Identify patterns and themes that surface opportunities for transformation.
Frame & Prioritize Opportunities
Translate insights into compelling opportunity statements (e.g., "How might we eliminate manual handoffs in approval processes?").
Cluster and prioritize opportunities based on impact, feasibility, and alignment with business goals.
Develop structured opportunity frameworks and contribute to readiness assessments for your domain.
Collaborate with the Principal Service Designer to integrate unit‑level opportunities into enterprise roadmaps.
Visualize & Communicate Findings
Create visual frameworks, service blueprints, opportunity maps, journey maps, and insight summaries.
Develop sections of insight decks and opportunity portfolios for stakeholder communication.
Present discovery findings and opportunity frameworks to business leaders with confidence.
Partner with UX Designers to create storyboards and conceptual mockups that illustrate opportunities.
What You Bring Essential
11+ years in Service Design, CX Strategy, Experience Strategy, or Business Consulting.
Proven ability to lead discovery workstreams and manage multiple stakeholders independently.
Strong foundation in research facilitation, synthesis, systems mapping, and opportunity framing.
Experience creating service blueprints and translating complexity into structured frameworks.
Excellent facilitation, presentation, and stakeholder management skills.
Demonstrated ability to mentor and guide mid‑level practitioners.
A portfolio or case studies that show how your strategic thinking delivered tangible business value.
You’ll Stand Out If You Have
Experience leading discovery or transformation initiatives within enterprise or consulting environments.
Track record of uncovering operational inefficiencies and framing transformation opportunities.
Familiarity with opportunity prioritization and impact assessment frameworks.
Consulting experience in service transformation or business process analysis.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Technology, Information and Internet
Location
London, England, United Kingdom
Compensation
£20,000.00 - £32,000.00
#J-18808-Ljbffr
Lead Service Designer in London employer: Ascendion
Ascendion is an exceptional employer that fosters a culture of innovation and collaboration in the heart of Greater London. With a strong emphasis on employee growth, we provide ample opportunities for professional development and engagement with senior stakeholders across diverse teams. Our commitment to agile methodologies and cutting-edge technology ensures that you will be at the forefront of cloud architecture and DevOps, making a meaningful impact in your role.
