Service Design Lead

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.

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 & service evaluations.

Support the wider design team in developing better processes and elevating design maturity.

The minimum criteria for this role are:

• 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 the applying HCD methods that drive measurable outcomes.
• Knowledge of accessibility, inclusive design and design standards and examples of applying this to your work.

When applying for this role, please ensure you include a link to your portfolio on CV or on your application form.

Flexible and agile working: Everyone's personal situation is different. To make the most out of hybrid working, we’ve introduced different ways of working, which include (subject to role requirements): Hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required).

The Customer Experience team creates user‑focused experiences by combining product ownership, design thinking, and business insight. We’re responsible for shaping the experience across all customer groups—members, employer providers, and distribution partners—through various channels. We prioritised delivering value through continuous feedback from customers and colleagues. Prototypes and mock‑ups help us test ideas and refine experiences, while data guides our decisions and solution design.

Nest is an award‑winning workplace pension scheme, the largest in the country. Set up by the government to give every worker in the UK somewhere to save, our first‑class responsible investment practice and governance are the backbone of what we do, supported by all the functions you’d expect to find in a thriving business. We’re committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment.