At a Glance
- Tasks: Drive meaningful change in service design to enhance customer experiences.
- Company: Join Awin, a dynamic and inclusive tech company focused on growth.
- Benefits: Enjoy a four-day work week, remote flexibility, and health support.
- Other info: Be part of a diverse team that values uniqueness and authenticity.
- Why this job: Shape innovative services and make a real impact on customer journeys.
- Qualifications: Experience in service design and strong collaboration skills required.
The predicted salary is between 60000 - 80000 £ per year.
Are you looking to drive meaningful change across how products, teams, and services come together to deliver great experiences? We’re seeking a Lead Service Designer to join Awin in our mission to help customers grow their business online. You’ll play a vital role within the UX team, shaping how end-to-end services are designed across Awin. You’ll work across product, operations, and customer-facing teams to ensure our experiences are connected, efficient, and built around real customer needs. You’ll collaborate closely with Product, Engineering, Customer Success and Commercial teams to embed service design thinking across the organisation, from discovery through to delivery and continuous improvement.
What You'll Be Responsible For:
- Driving end-to-end service design across key Awin journeys (e.g. onboarding, activation, support), connecting product experiences with operational processes and customer interactions.
- Shaping service strategy and vision, identifying opportunities to simplify complex journeys and improve how the organisation delivers value to customers.
- Leading and facilitating strategic discovery and service design workshops, aligning cross-functional teams around shared problems and outcomes.
- Mapping and improving customer journeys and service ecosystems, identifying pain points across teams, tools, and touchpoints.
- Defining and producing service design artefacts (e.g. journey maps, service blueprints, ecosystem maps) that create clarity and drive action.
- Working closely with Product and Design teams to ensure solutions are joined-up, scalable, and consistent across the wider experience.
- Identifying opportunities to reduce operational friction, unnecessary handoffs, and low-value work across teams.
- Partnering with Customer Success, Support, and Commercial teams to ensure real world service delivery is reflected in design decisions.
- Setting service design standards and ways of working, helping embed service design thinking across the organisation.
- Leading and coaching designers and cross-functional team members, raising the quality and maturity of service design practice.
- Communicating complex service challenges and solutions clearly through storytelling, facilitation, and stakeholder engagement.
- Championing user-centred and evidence-based design, ensuring decisions are grounded in research and real customer needs.
Your Skills:
- Significant experience as a Senior or Lead Service Designer, working across complex, multi-touchpoint services.
- Proven ability to design and improve end-to-end services, connecting product, process, people, and technology — applying systems thinking to identify and resolve organisational and operational challenges.
- Strategic mindset, able to zoom out to systems-level problems and zoom in to drive practical, deliverable improvements.
- Demonstrated ability to influence and partner with senior stakeholders across multiple disciplines, building alignment around shared outcomes.
- Skilled facilitator, experienced in leading workshops, co-creation sessions, and alignment activities that move teams from ambiguity to clear decisions.
- Expertise in core service design methods, including: journey mapping, service blueprinting, systems and ecosystem thinking.
- Clear communicator who can translate complex services into compelling narratives that help teams understand trade-offs and make decisions.
- Experience working in agile, cross-functional environments, balancing discovery with delivery and staying effective in evolving problem spaces.
- Commitment to mentoring and enabling others, helping teams adopt service design thinking and improve how they work.
- Inclusive-by-default approach, with a working knowledge of accessible design and comfort using tools (e.g. Figma, FigJam, Miro) to map services, collaborate, and communicate ideas.
Our Offer:
- Flexi-Week: We prioritise your mental health and wellbeing by offering you a four-day Flexi-Week at full pay, with no reduction to your annual holiday allowance.
- Flexi-office: We offer an international culture and flexibility through our hybrid/remote working scheme.
- Work Expense Contribution Remote Working Furniture: You will receive a monthly allowance to cover part of your running costs, as well as a furniture package to support you in setting up a comfortable workspace when working from home.
- Health and Wellbeing: With our support and access to various initiatives and sports offers, you can focus on your mental and physical wellbeing.
- Development: We’ve built our extensive training suite, Awin Academy, to cover a wide range of skills that support your professional and personal growth.
- Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer recognition programme.
Awin is proud of our dynamic, social and inclusive culture. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities. Diversity Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.
Lead Service Designer (f/m/d) employer: Awin
Awin is an exceptional employer that prioritises employee wellbeing and professional growth, offering a unique Flexi-Week schedule to support mental health alongside a hybrid working model. Our inclusive culture fosters collaboration across diverse teams, ensuring that every voice is heard while providing extensive training opportunities through Awin Academy. Join us in a dynamic environment where your contributions directly impact customer experiences and where you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Service Designer (f/m/d)
✨Show Off Your Portfolio
In the world of UX/UI design, your portfolio speaks volumes! Make sure it's packed with your best work and showcases your process, not just the final product. We want to see how you tackle design challenges, so consider adding case studies that reflect your thought process and user-centric approach.
✨Get Involved in Design Communities
Jump into local or online design meetups and workshops! Places like UXPA or local design events can be goldmines for networking and learning. Plus, mingling with fellow designers can introduce you to potential job openings that might not be listed elsewhere.
✨Tailor Your Applications
When you find a role that excites you, like the one at Awin for a Lead Service Designer (f/m/d), make your application count! Highlight specific projects and skills that directly relate to the job description. Hiring managers are looking for candidates who fit into their specific team, so show them you’re the one!
✨Leverage Social Media
Don't underestimate the power of social media in finding a UX/UI design job! Follow design leaders on platforms like Twitter or Instagram, share your work, and engage in conversations. It’s a great way to get noticed by recruiters and even catch wind of openings at companies like Awin before they go live!
We think you need these skills to ace Lead Service Designer (f/m/d)
Some tips for your application 🫡
Showcase Your Design Process:When you're applying for a UX/UI Design role like Lead Service Designer (f/m/d) at Awin, make sure to include examples that clearly highlight your design process. We want to see not just the final product but also the journey that led you there—wireframes, user personas, and iterations demonstrate your thought process and user-centric approach!
Tailor Your Portfolio:A tailor-made portfolio is crucial for a full-time design role! Curate your best projects that align with the kind of work Awin does. We suggest including 3-5 case studies that showcase a variety of skills such as wireframing, prototyping, and user testing to really make your application pop.
Craft a Compelling Cover Letter:Your cover letter should not just be a summary of your CV. Use it to express why you’re excited about UX/UI Design and what draws you specifically to Awin. Mention any relevant experience, tools you’re proficient in (like Sketch or Figma), and how you can contribute to their projects.
Highlight Collaboration Skills:In the world of UX/UI Design, teamwork is crucial. Make sure to highlight any past experiences where you worked in cross-functional teams. Illustrate how you communicated design decisions and listened to feedback, as this will resonate well with the culture at Awin.
How to prepare for a job interview at Awin
✨Show Off Your Portfolio
When you're gunning for a full-time UX/UI design role, your portfolio is your best friend! Make sure you've got a solid selection of your work, showcasing not just the final designs, but the process behind them—think wireframes, user flows, and any user research you've conducted. During the interview with Awin, be prepared to discuss your design decisions and how they solve specific user problems.
✨Prepare for Design Challenges
Expect to face some practical design tasks during your interview. Awin might ask you to tackle a quick design challenge or critique an existing interface. Brush up on your problem-solving skills and try to articulate your thought process as you work through these scenarios. Showing how you approach a design problem is just as important as the final output!
✨Know the Tools of the Trade
Familiarise yourself with the tools commonly used in the industry—figma, Adobe XD, or Sketch should be second nature to you. Be ready to discuss your preferred tools during the interview and how they've shaped your design process at previous positions. This knowledge could give you an edge at Awin!
✨Show Passion for User Experience
In a full-time UX/UI design role, having a genuine passion for improving user interactions can set you apart. Be prepared to share instances when you went above and beyond to ensure a great user experience in your previous projects. This will demonstrate that you’re not just a designer, but a user advocate, which is exactly what Awin is looking for.
