At a Glance
- Tasks: Lead the design of seamless customer experiences across digital and operational touchpoints.
- Company: Join Utility Warehouse, a dynamic team focused on improving customer experience.
- Benefits: Competitive salary, mentorship opportunities, and a vibrant team culture.
- Other info: Collaborative environment with opportunities for professional growth.
- Why this job: Shape the future of customer service with your expertise in service design.
- Qualifications: Significant UX design experience and strong leadership skills.
The predicted salary is between 70000 - 90000 € per year.
Requirements
- Significant years of experience in UX design with a specialism in end to end Service planning and delivery across multiple channels.
- Deep expertise in service blueprinting at scale, end-to-end journey mapping and applied system thinking.
- Respected as a knowledgeable leader whose work influences priorities far beyond digital screens and into the contact centre.
- The ability to shape business direction through deep operational and UX insight.
- You are used to being highly visible across UX, Product, Engineering, and Customer Operations.
- Establish best practices for Service Design delivery, documentation and measurement in complex, multi-service organisations.
- Act as trusted mentor, supporting designers and product managers across multiple teams.
- Experience of working within highly-regulated consumer services sector (Energy, Telco, Financial Services).
- The ability to partner with leadership to define success metrics for reducing customer friction and increasing self-serve adoption.
- Proven experience of proactively mentoring and coaching Designers and Product Managers in design thinking.
What the job involves
We are looking to hire our first Lead Service Designer, to drive strategic systems thinking, exceptional collaboration, and advanced design craft at Utility Warehouse. You will be responsible for defining the bar for seamless, end-to-end customer experiences, ensuring that work across our digital, human, and operational touchpoints aligns with a clear Service Vision and delivers measurable user and business outcomes.
While other Leads focus on specific product interfaces, your domain is the full customer lifecycle. You will lead complex, multi-service initiatives that span entire business units (digital platforms, contact centres, back-office operations, and digital/non-digital communications). You will be a respected guide to Heads of Product, Engineering Leads, and senior cross-functional stakeholders, guiding them to make decisions that balance customer needs, operational feasibility, and commercial priorities across all five of our core services.
What you’ll do and how you will make an impact
- Lead Service Definition: Own the creation of Service Blueprints and Customer Journey Maps, ensuring accuracy across both front-stage digital interactions and back-stage operational processes.
- Strategic customer experience: Help to shape the Service Strategy for the entire customer lifecycle, ensuring it supports the goals of reducing customer friction and maximising digital adoption. You will prioritise the roadmap by selecting work that impacts the most critical journey stages.
- Architect Cross-Channel Flows: Design unified experiences across digital and non-digital channels, defining the strategy for effective self-serve and clear, supportive human escalation pathways.
- Ensure Operational Feasibility: Embed with operational teams to navigate process constraints and technical debt, ensuring service designs are not just desirable but scalable and grounded in reality.
- Drive Strategic Alignment: Partner with Product Owners, Engineers and Operations Managers to align roadmaps and decision-making with the holistic service vision.
- Influence Leadership: Translate research and design strategies into actionable insights, effectively guiding decision-making with senior stakeholders including Operations and Commercial leads.
- Elevate Practice Standards: Lead the maturity of the Service Design practice by establishing standards for mapping and metrics, while coaching peers in Systems Thinking.
- Cultivate Design Maturity: Mentor and coach peers (including UX Designers and Product Owners) to adopt a Systems Thinking approach, broadening their scope to consider the wider operational and business context.
We work together. Your team and the people you will work with… You’ll be joining a high energy, creative UX team with a clear passion to drive improvements to our Customer experience. Reporting to the Head of UX, you'll act as a subject matter expert for the wider team. This role requires a lot of cross functional working with both Product and Engineering teams as well as large parts of our Customer operation.
Lead Service Designer employer: Deepstreamtech
Utility Warehouse is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for a Lead Service Designer to thrive. With a strong emphasis on mentorship and professional growth, employees are encouraged to develop their skills in a supportive environment while contributing to meaningful projects that enhance customer experiences across multiple channels. Located in a dynamic sector, the company offers unique opportunities to influence service design at scale, ensuring that your work has a lasting impact on both users and the business.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Service Designer
✨Tip Number 1
Network like a pro! Get out there and connect with folks in the industry. Attend meetups, webinars, or even just grab a coffee with someone who’s already in the role you want. It’s all about making those connections that could lead to your next opportunity.
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your best work in service design and UX. Make sure it’s easy to navigate and showcases your ability to tackle complex projects. This is your chance to shine, so let your creativity flow!
✨Tip Number 3
Prepare for interviews by researching the company and its culture. Understand their service design approach and think about how you can contribute. Be ready to discuss your experience with service blueprinting and journey mapping, as these are key to the role.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications directly from candidates who are excited about joining us. Plus, it shows you’re genuinely interested in being part of our team at Utility Warehouse.
We think you need these skills to ace Lead Service Designer
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your significant years of experience in UX design, especially focusing on service planning and delivery. We want to see how you've tackled end-to-end journey mapping and service blueprinting in your previous roles.
Be a Storyteller:When you write your application, tell us a story about your impact in previous positions. Share specific examples of how your work influenced business direction and improved customer experiences across multiple channels.
Demonstrate Leadership Skills:We’re looking for someone who can mentor and guide others. Include details about your experience in coaching designers and product managers, and how you've established best practices in service design delivery.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to chat with you!
How to prepare for a job interview at Deepstreamtech
✨Know Your Service Design Inside Out
Make sure you can talk confidently about your experience in service blueprinting and journey mapping. Prepare specific examples of how you've influenced service delivery across multiple channels, especially in regulated sectors like energy or finance.
✨Showcase Your Leadership Skills
Be ready to discuss how you've mentored and coached other designers and product managers. Highlight instances where your guidance has led to improved design thinking or operational outcomes, as this role requires strong leadership in a collaborative environment.
✨Align with Business Goals
Understand the company's objectives and be prepared to discuss how your design strategies can reduce customer friction and enhance self-service adoption. Bring insights on how you've previously aligned design decisions with business priorities.
✨Prepare for Cross-Functional Collaboration
Since this role involves working closely with various teams, think of examples that demonstrate your ability to collaborate effectively with product owners, engineers, and operations managers. Show how you've successfully navigated complex projects that required input from multiple stakeholders.
