At a Glance
- Tasks: Lead the design of seamless customer experiences across digital and operational touchpoints.
- Company: Join Utility Warehouse, a dynamic company focused on improving customer experience.
- Benefits: Competitive salary, mentoring opportunities, and a vibrant team culture.
- Other info: Collaborative environment with opportunities for professional growth and mentorship.
- Why this job: Shape the future of service design and make a real impact on customer journeys.
- Qualifications: Significant UX design experience and expertise in service blueprinting.
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.
- You are 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.
- You establish best practices for Service Design delivery, documentation and measurement in complex, multi-service organisations.
- You 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.
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 in London 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 in London
✨Tip Number 1
Network like a pro! Get out there and connect with folks in the industry. Attend meetups, webinars, or even casual coffee chats. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨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. Bring examples of how you've influenced business direction through your design work – they’ll love to hear it!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re all about diverse backgrounds, so don’t hesitate to throw your hat in the ring – we want to chat with you!
We think you need these skills to ace Lead Service Designer in London
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your significant years of experience in UX design, especially your expertise in service blueprinting and journey mapping. We want to see how your past work aligns with the role of Lead Service Designer.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your skills and experiences shine through without unnecessary fluff.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect how your skills and experiences meet the specific requirements of the Lead Service Designer role. Show us why you’re the perfect fit!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
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 business direction through your UX insights, especially in regulated sectors like Energy or Financial Services.
✨Showcase Your Mentorship Skills
Since mentoring is a key part of this role, be ready to discuss how you've supported other designers and product managers. Share stories that highlight your coaching style and how you've helped teams adopt design thinking principles.
✨Align with Business Goals
Understand the company's objectives around reducing customer friction and increasing self-serve adoption. Be prepared to discuss how your service design strategies can directly support these goals and improve the overall customer experience.
✨Demonstrate Cross-Functional Collaboration
This role requires working closely with various teams. Prepare to share examples of how you've successfully collaborated with Product Owners, Engineers, and Operations Managers to align on service vision and decision-making.
