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- Tasks: Lead the design of global services and optimise delivery for a prestigious professional services firm.
- Company: Join a top-rated professional services organisation known for its innovative workplace culture.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Why this job: Be at the forefront of a major transformation initiative that shapes the future of service delivery.
- Qualifications: Proven experience in service design and customer experience within complex organisations.
- Other info: Collaborate with senior executives and diverse teams across multiple geographies.
The predicted salary is between 108000 - 180000 £ per year.
Based in London, my client is a prestigious professional services organisation boasting a workplace with cutting-edge people that is moving with modern ways of working. Named as one of the leading professional services organisations to work for three times in a row, the work environment attracts seasoned professionals who want to be part of the best of breed.
The firm is embarking on a strategically significant transformation initiative: the implementation of a Target Operating Model (TOM) for Global Support Functions. This initiative is designed to align operations with the firm's strategy. The project aims to deliver a consistent core service to partners and fee earners by prioritising the most value-added activities while enhancing effectiveness through simplification of the operating model and the removal of duplicated roles, activities, and tasks. The new model will underpin objectives across client growth, operational excellence, and commercial discipline.
This initiative is central to the firm's client growth strategy and demands a disciplined approach to delivery, robust governance, and proactive management of organisational, data, and technology dependencies.
We are seeking a strategic and proactive Service Design Lead to support our Transformational Programme. This role will play a critical part in supporting the successful delivery of a global operating model transformation within a professional services environment.
The Service Design Lead will work closely with senior stakeholders, a dedicated programme team, and wider stakeholders across multiple geographies.
Who you will work with: The role will work primarily with our Senior Executives and the Programme Team to design and deliver a global operating model.
What you will be responsible for:
- Create and establish a Global Service Portfolio framework
- Lead the end-to-end design of services across all channels ensuring they meet user needs and deliver business value
- Develop overall service blueprints, journey maps, personas, and interaction models to optimise service delivery
- Facilitate co-design workshops and service design sessions to develop detailed service processes including process mapping, handoffs, and SLAs in accordance with the operating model
- Conduct research, prototyping, and usability testing to validate service concepts and ensure accessibility and effectiveness
- Research and propose alternative service delivery concepts to maximise value and efficiency
- Establish and maintain service design principles and guidelines to ensure consistency across the global service portfolio
- Ensure service designs are enabled with scalability, future adjustments or enhancements, and aligned with overall standards
- Define and embed service-level performance metrics keeping them in line with Global Operating Model requirements
- Translate service designs into operational requirements, working with the People Lead and Operating Model Lead to embed these into the Operating Model and Organisational designs
- In conjunction with the Change Manager, document all information and materials to enable training, playbooks, and adoption of services
- Ensure risk, control, and compliance requirements are built into the service level designs
- Manage the service level change impact assessment
- Work in collaboration with Stakeholders and Programme members to define the overall roadmap and phasing of the service delivery in conjunction with the operating model changes
Your career experience so far:
- Proven track record in designing and implementing end-to-end services within complex global organisations
- Significant experience in service design, customer experience, and process optimisation across multiple channels
- Strong background in human-centred design (HCD), including user research, journey mapping, and prototyping
- Experience developing service blueprints, personas, and interaction models to improve service delivery
- Demonstrated ability to translate strategic objectives into actionable service designs aligned with operating model constraints
- Proposed and implemented alternative service delivery models to maximise value and efficiency
- Skilled in leading service-level impact assessments and adoption activities for large-scale transformations
- Exposure to risk, compliance, and control requirements within service delivery environments
- Experience in facilitating co-design workshops and engaging diverse stakeholders, including customers and frontline teams
- Ability to manage service design roadmaps, prioritisation, and iterative improvement cycles
- Familiarity with performance measurement frameworks
- Competence in change management and embedding new service designs into BAU operations
- High proficiency in design and visualisation tools
Service Design Lead - Circa £150k - 12 Month Fixed Term Contract employer: Hybrid Global Solutions Limited
Contact Detail:
Hybrid Global Solutions Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Design Lead - Circa £150k - 12 Month Fixed Term Contract
✨Network Like a Pro
Get out there and connect with people in the industry! Attend events, join online forums, and don’t be shy about reaching out to professionals on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Show Off Your Skills
When you get the chance to meet potential employers, make sure to showcase your skills and experience. Bring along a portfolio or examples of your work that highlight your service design expertise. We want to see how you can add value to our team!
✨Prepare for Interviews
Do your homework before any interview! Research the company, understand their values, and think about how your experience aligns with their goals. We love candidates who come prepared and can discuss how they can contribute to our transformational initiatives.
✨Apply Through Our Website
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we often have exclusive opportunities listed there that you won’t find anywhere else. Let’s get you on board!
We think you need these skills to ace Service Design Lead - Circa £150k - 12 Month Fixed Term Contract
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Design Lead role. Highlight your experience in service design, customer experience, and process optimisation. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your past work that demonstrate your strategic thinking and ability to lead service design initiatives.
Showcase Your Human-Centered Design Skills: Since this role involves human-centered design, make sure to highlight your experience with user research, journey mapping, and prototyping. We love seeing how you've applied these skills in real-world scenarios!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Hybrid Global Solutions Limited
✨Know Your Service Design Inside Out
Make sure you’re well-versed in service design principles, especially human-centered design. Brush up on your experience with service blueprints and journey mapping, as these will likely come up in conversation. Be ready to discuss specific examples of how you've implemented these concepts in previous roles.
✨Understand the Company’s Transformation Goals
Research the firm’s current transformation initiatives and their Target Operating Model (TOM). Show that you understand how your role as a Service Design Lead fits into their broader strategy. This will demonstrate your proactive approach and alignment with their objectives.
✨Prepare for Stakeholder Engagement Scenarios
Since you'll be working closely with senior executives and diverse stakeholders, think about how you would facilitate co-design workshops. Prepare examples of how you've successfully engaged stakeholders in the past and how you plan to manage differing opinions during the design process.
✨Showcase Your Change Management Skills
Be ready to discuss your experience with change management and how you've embedded new service designs into business-as-usual operations. Highlight any frameworks or methodologies you’ve used to ensure smooth transitions and adoption of new processes.
