Lead Service Designer

A milestone role shaping the future of user centred design at Elexon.

About Elexon

Elexon plays a central role at the heart of the wholesale electricity market, administering the Balancing and Settlement Code (BSC). We help balance electricity supply and demand, ensure transactions are accurately settled, and manage financial processes between generators, suppliers and other market participants. With more than two decades of expertise, we are recognised as a trusted, independent organisation. As a not-for-profit company funded by electricity market participants, we are purpose driven and committed to supporting the UK’s transition to Net Zero. We’re proud of our diverse and supportive teams, and we’re building a future focused culture that delivers meaningful outcomes while supporting employee wellbeing and work-life balance.

Why this role matters

This is a milestone moment for Elexon. We are establishing our first dedicated user centred design capability, and this role will be instrumental in shaping how service design is understood, valued and applied across the organisation. You won’t be joining an established practice—you’ll be helping to create one. This is a rare chance to influence ways of working across a national energy organisation and ensure our services are simpler, clearer and more responsive to customer needs as the industry moves towards Net Zero.

What you’ll do

• Lead the development of user centred design at Elexon, setting the direction for how design thinking is applied across our complex, high impact ecosystem.
• Redesign end-to-end services and journeys, improving experiences across the platforms that support the UK electricity market.
• Work closely with product, delivery and senior leaders, influencing strategy and embedding user centred ways of working.
• Use research, insight and data to make evidence-based design decisions.
• Create clear, compelling storytelling and design artefacts that help teams understand problems and envision better services.
• Build long term service design and customer experience capability, shaping standards, coaching others and embedding best practice.
• Champion accessibility and inclusion, ensuring services deliver real value and align with organisational priorities.

What you’ll bring

• Strong service design experience, including mapping and improving complex, multitouch point services.
• A track record of leading user centred design initiatives using iterative, evidence driven methods.
• Excellent collaboration skills, working confidently with multidisciplinary teams in agile environments.
• Experience engaging and influencing senior stakeholders, advocating for design led thinking.
• Experience in complex organisations or environments with multiple services or platforms.
• Clear communication skills, able to simplify complexity and turn insights into actionable recommendations.
• Hands on experience with design thinking tools, such as journey mapping, service blueprinting and workshop facilitation.
• A strong focus on customer outcomes, continuous improvement and delivering value.
• Experience in digital transformation or organisational change.
• Familiarity with agile delivery frameworks and tools (e.g. Jira, Azure DevOps).
• Experience using insight and data to identify service improvements.
• Experience mentoring or developing design capability.

What’s in it for you

• Salary – £70,000
• Excellent benefits including bonus, private medical insurance and a generous pension scheme
• The opportunity to shape a new design capability within a purpose driven, future focused organisation
• Hybrid working with two days per week in our London office

Our culture

We pride ourselves on a diverse, inclusive and supportive culture, grounded in our values and focused on sustainable performance and outcomes. We aim to provide an exciting and meaningful place to work, while supporting professional growth, wellbeing and work-life balance. Elexon together — embracing differences, listening to all voices.