At a Glance
- Tasks: Lead service design strategy and enhance customer experiences across complex journeys.
- Company: One of the UK's largest consumer brands with a focus on innovation.
- Benefits: Competitive salary, bonus, hybrid work, and comprehensive benefits.
- Other info: Join a dynamic team with strong executive support and growth opportunities.
- Why this job: Shape service design at scale and make a real impact on millions of customers.
- Qualifications: Experience in service design leadership and delivering measurable impact.
The predicted salary is between 80000 - 95000 £ per year.
One of the UK’s biggest consumer brands is hiring a Lead Service Designer to help embed and scale service design as a strategic discipline. This is a business undergoing a major shift — from launching products to delivering best-in-class end-to-end customer experiences. With customer experience now a CEO-level priority, service design is central to driving that transformation at scale across millions of customers.
The Lead Service Designer will be responsible for:
- Owning end-to-end service design strategy across complex customer journeys
- Partnering with Product, Technology, Operations and Content Design to drive joined-up, cross-channel experiences
- Building and leading a high-performing service design team
- Using data, behavioural insight and research to inform decisions (what customers do, not just what they say)
- Delivering measurable improvements across CX, operational efficiency, and commercial outcomes
- Leading initiatives from discovery through to delivery and optimisation
The Lead Service Designer will have:
- Service Design leadership experience
- Experience leading service design in complex, large-scale environments
- A track record of delivering measurable impact (customer behaviour, business performance, operational outcomes)
- Strong systems thinking and ability to work across end-to-end journeys
- Confidence using analytics and evidence to shape decisions
- Background in consumer-facing businesses (e.g. retail, ecommerce, finance, media, entertainment, gaming, etc.)
This is a great opportunity for a talented Lead Service Designer to shape how service design operates at scale, with strong executive backing and real influence across the organisation.
Lead Service Designer £80-95k + bonus + benefits London / hybrid
Lead Service Designer employer: RedCat Digital
Join one of the UK’s leading consumer brands as a Lead Service Designer, where you will play a pivotal role in transforming customer experiences at scale. With a strong focus on employee growth and collaboration, our dynamic work culture encourages innovation and creativity, supported by comprehensive benefits and a hybrid working model. This is an exceptional opportunity to make a significant impact within a forward-thinking organisation that prioritises service design as a strategic discipline.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Service Designer
✨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
Showcase your skills! Create a portfolio that highlights your best service design projects. Use real data and insights to demonstrate how you've made an impact in previous roles. This will help you stand out when chatting with hiring managers.
✨Tip Number 3
Prepare for interviews by understanding the company’s customer experience goals. Research their current service design initiatives and think about how you can contribute. Tailor your responses to show how your experience aligns with their needs.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for talented individuals like you. Plus, it’s a great way to ensure your application gets seen by the right people.
We think you need these skills to ace Lead Service Designer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Lead Service Designer role. Highlight your experience in service design, especially in complex environments, and showcase any measurable impacts you've made in previous roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about service design and how your background aligns with our mission to deliver best-in-class customer experiences. Be genuine and let your personality come through.
Showcase Your Leadership Skills:As a Lead Service Designer, you'll be leading a team. Make sure to highlight your leadership experience and how you've successfully built and guided high-performing teams in the past. We want to see your ability to inspire and drive results!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at RedCat Digital
✨Know Your Service Design Inside Out
Make sure you can articulate your service design philosophy and how it aligns with the company's shift towards customer experience. Be ready to discuss specific projects where you've led service design initiatives, focusing on measurable outcomes.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading high-performing teams. Discuss how you've fostered collaboration across different departments like Product, Technology, and Operations to create seamless customer journeys.
✨Data is Your Best Friend
Be prepared to talk about how you've used data and behavioural insights to inform your design decisions. Bring examples of how your analytical approach has led to improvements in customer experience and operational efficiency.
✨Understand the Business Context
Research the company’s current position in the market and its strategic goals. Be ready to discuss how your role as a Lead Service Designer can contribute to their transformation and help achieve CEO-level priorities.
