At a Glance
- Tasks: Lead the design of customer journeys and improve digital experiences at Nest.
- Company: Join a forward-thinking company focused on human-centred design.
- Benefits: Flexible working options, learning opportunities, and a supportive team environment.
- Other info: Collaborate with diverse teams and enjoy excellent career growth potential.
- Why this job: Make a real impact by shaping future-focused customer experiences.
- Qualifications: Experience in service design and a strong portfolio showcasing your skills.
The predicted salary is between 60000 - 75000 £ per year.
We're looking for a Service Design Lead to help shape and refine Nest's end-to-end services and digital experience. You'll apply human-centred design and strategic thinking to bring clarity to complex journeys across multiple channels, ensuring they feel coherent, inclusive and grounded in real customer insight. You'll work closely with product, design, technology and proposition teams to embed evidence-based design and customer-led thinking into how we define, design and deliver solutions. If you're motivated by meaningful purpose, passionate about human-centred design, and skilled at bringing clarity to complexity and shaping future‑focused CX and services, we'd love to hear from you.
Deliverables
- Analyse, define and improve end-to-end customer journeys based on customer and business insights.
- Develop and lead the service design strategy to identify opportunities for service improvement and innovation.
- Produce and own end-to-end journeys, service blueprints and user flows across our public website and member portal for as-is and to-be state.
- Ensure product development and service creation is in line with our design principles and service vision.
- Collaborate with cross-functional teams in Product, Research, Design, Tech, Marketing and Proposition to deliver joined-up, customer-centric solutions that address real user needs.
- Design and facilitate workshops to align stakeholders, develop ideas and concepts, and influence decisions.
- Create storyboards and prototypes to communicate design concepts and end-to-end service solutions.
- Create performance metrics and dashboards that demonstrate service impact and service effectiveness.
- Build continuous improvement plans and recommendations based on design audits and service evaluations.
- Support the wider design team in developing better processes and elevating design maturity.
Learning & Working Flexibility
At Nest, you'll have access to a range of learning opportunities to learn, grow and build the skills you need to be successful in your role and career.
Flexible Working
Hybrid of office (Canary Wharf, London) and home working (expectation to attend office once-twice a week, or more, as required). Reduce or vary working hours. Reduce or vary the days worked. Work compressed hours. Job share.
Qualifications
- Significant experience leading and delivering service design and product design preferably within a regulated business or design agency/consultancy supporting a regulated business.
- Strong understanding of end-to-end service design and use of relevant tools and best practices e.g. Figma, Adobe XD, Miro.
- Familiarity with customer service platforms e.g. CRM systems and operational platforms.
- Understanding of multi-channel service delivery and omnichannel customer experience.
- A portfolio of work that demonstrates applying HCD methods that drive measurable outcomes.
- Knowledge of accessibility, inclusive design and design standards and examples of applying this to your work.
Service Design Lead employer: Nest
At Nest, we pride ourselves on being an exceptional employer that champions human-centred design and innovation. Our collaborative work culture fosters creativity and inclusivity, allowing you to thrive in a hybrid environment between our vibrant Canary Wharf office and your home. With ample opportunities for professional growth and a commitment to employee well-being, you'll find meaningful purpose in shaping customer experiences that truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Service Design Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. 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. Make sure it’s easy to navigate and showcases your human-centred design approach. This will help you stand out when you’re chatting with hiring managers.
✨Tip Number 3
Prepare for interviews by practising common questions related to service design. Think about how you can demonstrate your strategic thinking and ability to simplify complex journeys. We want to see how you can bring clarity to the table!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Nest.
We think you need these skills to ace Service Design Lead
Some tips for your application 🫡
Show Your Passion for Human-Centred Design:When you're writing your application, let your enthusiasm for human-centred design shine through. Share examples of how you've applied this approach in your previous roles and how it has positively impacted customer experiences.
Highlight Your Collaborative Spirit:We love teamwork at StudySmarter! Make sure to mention any cross-functional projects you've worked on. Talk about how you collaborated with different teams to deliver customer-centric solutions and the outcomes of those efforts.
Demonstrate Your Strategic Thinking:In your application, showcase your ability to think strategically about service design. Discuss how you've identified opportunities for improvement and innovation in past projects, and how you plan to bring that mindset to Nest.
Tailor Your Portfolio:Your portfolio is your chance to impress us! Make sure it reflects your best work related to service design and includes examples that demonstrate your understanding of end-to-end journeys and user flows. Don't forget to apply through our website!
How to prepare for a job interview at Nest
✨Know Your Stuff
Make sure you’re well-versed in human-centred design principles and the tools mentioned in the job description, like Figma and Miro. Brush up on your knowledge of end-to-end service design and be ready to discuss how you've applied these in past roles.
✨Showcase Your Portfolio
Bring along a portfolio that highlights your best work in service design. Be prepared to walk through specific projects where you’ve improved customer journeys or created impactful service blueprints. This is your chance to demonstrate your skills and the measurable outcomes of your designs.
✨Collaborate Like a Pro
Since the role involves working with cross-functional teams, think of examples where you’ve successfully collaborated with product, tech, or marketing teams. Share how you facilitated workshops or aligned stakeholders to drive customer-centric solutions.
✨Ask Insightful Questions
Prepare thoughtful questions about Nest’s current service design challenges or their approach to customer experience. This shows your genuine interest in the role and helps you understand how you can contribute to their goals.
