At a Glance
- Tasks: Lead service design projects to improve resident and colleague experiences.
- Company: Join Peabody, a forward-thinking organisation dedicated to social impact.
- Benefits: Enjoy flexible working, generous leave, and a strong pension scheme.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives through innovative service design.
- Qualifications: Experience in service design and strong analytical skills required.
London, SE1 – hybrid working
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.
We're looking for an experienced and passionate Service Design Lead to help shape the future of our services, driving meaningful improvements that enhance the experience of both residents and colleagues.
This is an exciting opportunity to lead service design across key resident and colleague journeys, using insight, evidence and collaboration to transform how services are delivered.
You'll play a pivotal role in helping us better understand the people we serve, identify opportunities for improvement and innovation, and design solutions that create lasting social impact.
A key focus of this role will be working alongside colleagues in Repairs and Complaints, helping to redesign and improve some of our most important resident journeys.
You'll use insight from residents and colleagues to identify opportunities, remove pain points and support the delivery of services that are easier to use, more effective and deliver better outcomes.
You'll also work across the wider organisation, helping teams design and improve services that enhance both the resident and colleague experience.
What you'll be doing
As our Service Design Lead, you'll lead end-to-end service design activity, ensuring services are designed around user needs and informed by evidence and insight.
You'll work closely with residents, colleagues and stakeholders across the organisation to understand challenges, uncover opportunities and deliver practical, sustainable improvements.
- What you'll be doing
- 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.
About you
You'll be passionate about improving services and creating positive social impact.
You'll enjoy working with people, solving complex problems and turning insight into meaningful change.
You'll bring
- 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.
Why join Peabody?
This is a chance to shape services that make a real difference to residents' lives.
As our Service Design Lead, you'll work with colleagues across the organisation, including our Repairs and Complaints teams, to understand people's experiences, solve complex problems and design services that work better for everyone.
Using insight, evidence and human-centred design, you'll help improve resident and colleague experiences, drive innovation and deliver meaningful change at scale.
Here’s what you’ll get when you join us
- 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
- What to expect from our recruitment process
We’re committed to a fair, inclusive, and transparent recruitment process.
Interviews/assessment will be held in person on the 10 and 11 August in our Westminster Office.
- Please read before you apply
- 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.
- To support fairness, transparency and consistent processes, internal candidates should submit their application using their internal work email address rather than a personal account.
We’re committed to delivering Simple, Safe, and Smart services.
Our values — Be kind, Do the right thing, Love new ideas, Celebrate diversity, Keep our promises, and Pull together — are at the heart of everything we do.
If you're passionate about designing better services and creating positive social impact, we'd love to hear from you.
Please apply by submitting an anonymised CV and provide a short supporting statement outlining why you're the ideal candidate for the Service Design Lead role.
As part of your application, you'll also be asked to upload an example of a service, process or customer journey that you've designed or significantly improved end-to-end.
We'll ask you to tell us about the challenge you were addressing, your approach, your role in delivering the work and the impact it achieved.
We're interested in understanding both what you delivered and how you went about it.
Service Design Lead employer: Peabody
At Peabody, we pride ourselves on being an exceptional employer that fosters a supportive and inclusive work environment. As a Digital Marketing Executive, you'll have the opportunity to contribute to meaningful marketing campaigns that enhance the customer journey in the new homes sector across London and the Home Counties. With flexible benefits, additional volunteering days, and a strong commitment to employee growth and diversity, Peabody is dedicated to empowering its team members to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Service Design Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Peabody. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Peabody before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Design Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Peabody:Your cover letter is your chance to shine! Tell us why you want to work at Peabody specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Peabody!
How to prepare for a job interview at Peabody
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
