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- 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 outcomes.
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 in London employer: RedCat Digital
Contact Detail:
RedCat Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Service Designer in London
✨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 case studies to demonstrate how you've driven measurable improvements in customer experience and operational efficiency.
✨Tip Number 3
Prepare for interviews by practising common questions related to service design. Be ready to discuss your leadership experience and how you've successfully led teams through complex projects. Confidence is key!
✨Tip Number 4
Apply through our website! We make it easy for you to find and apply for roles that match your skills. Plus, it shows you're genuinely interested in joining our team and contributing to our mission.
We think you need these skills to ace Lead Service Designer in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in service design, especially in complex environments. We want to see how your skills align with our mission to deliver best-in-class customer experiences.
Showcase Your Impact: When detailing your past roles, focus on measurable outcomes you've achieved. Use data and examples to illustrate how your work has positively influenced customer behaviour and business performance. We love numbers!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can lead a team and drive change, so don’t be afraid to share your passion for service design and how you approach challenges.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to shape service design at scale.
How to prepare for a job interview at RedCat Digital
✨Know Your Service Design Inside Out
Make sure you’re well-versed in service design principles and methodologies. Brush up on your experience with end-to-end customer journeys and be ready to discuss specific projects where you've made a measurable impact.
✨Showcase Your Leadership Skills
As a Lead Service Designer, you'll need to demonstrate your ability to build and lead high-performing teams. Prepare examples of how you've successfully managed teams in complex environments and the outcomes of those initiatives.
✨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 analytics have shaped your strategies and led to improved customer experiences or operational efficiencies.
✨Understand the Business Context
Familiarise yourself with the company’s current shift towards customer experience as a CEO-level priority. Be ready to discuss how your service design approach can align with their strategic goals and drive transformation at scale.