Service Design Lead in London

Service Design Lead

Shape services around people.

Improve lives through better design.

At Peabody, we’re committed to creating better outcomes for residents and delivering services that are simple, effective and designed around people’s needs.

The Service Design Lead will help shape the future of our services, driving meaningful improvements that enhance the experience of both residents and colleagues.

Responsibilities

• Lead end-to-end service design projects, from discovery and research through to implementation, evaluation and continuous improvement.
• Build a deep understanding of resident and colleague needs through user research, resident feedback, operational data and service performance insights, using evidence to identify opportunities for improvement and innovation.
• Partner with Repairs and Complaints teams, alongside colleagues across the wider organisation, to improve some of Peabody’s most important resident and colleague journeys.
• Facilitate workshops, co‑design sessions and stakeholder engagement activities to develop, test and refine user‑centred solutions.
• Map, design, prototype and test services, processes and products, identifying opportunities to simplify experiences, reduce inefficiencies, mitigate risks and improve outcomes.
• Develop evidence‑based recommendations and business cases for change, working closely with operational, digital, data and transformation teams to deliver sustainable and scalable improvements.
• Measure the impact of service improvements and champion human‑centred design approaches, helping build service design capability across Peabody.

Qualifications

• Experience in Service Design, Human‑Centred Design, Product Design or a related discipline, with a strong track record of leading end‑to‑end design projects and delivering measurable service improvements.
• The ability to navigate ambiguity, analyse complex challenges and turn insight into practical, user‑centred solutions.
• Strong research and analytical skills, with experience using qualitative and quantitative data to inform decision‑making, influence change and build compelling business cases.
• Excellent facilitation, communication and stakeholder management skills, with the ability to engage, collaborate and influence at all levels.
• A curious, evidence‑led approach, with a passion for continuous improvement, innovation and delivering better outcomes for residents and colleagues.
• The ability to balance strategic thinking with hands‑on delivery, working collaboratively to turn ideas into sustainable improvements.

Benefits

• Flexible and hybrid working
• 30 days annual leave, plus bank holidays
• Up to 10% pension contribution, matched 1:1
• Two additional paid volunteering days each year
• Flexible benefits scheme, including options for healthcare, dental care and more
• Equal Opportunity

You must have the right to work in the UK; we are unable to provide visa sponsorship.

We reserve the right to close this advert early if we receive a high volume of suitable applications.

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