Job reference 333578
OOH Service Design Lead
Competitive salary if no salary listed plus car allowance, healthcare, annual bonus potential, 27.5 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates.
Permanent, Full time
Royal Mail Farringdon
OOH Design Lead - Royal Mail
Royal Mail is transforming. As we evolve into a truly multi channel organisation, we\'re investing in the maturity of our digital content, service design, and user experience capabilities. Our ambition is simple: deliver seamless, accessible, and commercially effective customer experiences across every OOH Design Lead touchpoint.
We\'re now looking for an individual to play a pivotal role in shaping how millions of customers interact with Royal Mail beyond the doorstep. This is a rare opportunity to build service design and customer centred design practices from the ground up - with an initial focus on OOH, and a broader remit to help shape a growing Design Centre of Excellence.
What you will lead
Mapping end to end OOH customer journeys
Designing full customer journeys across lockers, parcel shops, and other OOH locations.
Aligning journeys across digital and operational teams including App/Web, call centres, and notifications.
Deliverables include current state and future state journey maps.
Blueprinting the service so it actually works
Creating service blueprints that show frontstage experiences and backstage processes.
Identifying failure points such as handoff gaps, manual workarounds, and data issues.
Ensuring operational reality matches customer expectations.
Customer research & meaningful SLAs
Conducting qualitative and quantitative research to uncover customer needs.
Defining experience led SLAs (e.g., accessibility and availability, not just system uptime).
Guiding Product Managers and BAs with evidence based insights.
Designing multi channel experiences that work together
Mapping happy and unhappy paths across channels.
Ensuring joined up service design rather than disconnected touchpoints.
Creating clarity on next steps for customers and operations.
Leading design thinking across the organisation
Facilitating cross functional workshops with product, engineering, ops, finance, legal, and frontline teams.
Surfacing constraints and driving alignment to deliver end to end services.
Prototyping creatively - UI and service
Designing screens, flows, and interactions across multi channel journeys.
Running service prototypes and trials such as Wizard of Oz tests or policy pilots.
Ensuring customer experience comes first, not just UI polish.
Pioneering cross team alignment and measurement
Influencing multiple backlogs across the organisation.
Setting measurement frameworks that drive continuous improvement.
Becoming a role model for collaborative, insight driven delivery.
About you
You\'ll report into the OOH Growth & Digital Director and help shape a small but growing team within our emerging Design & Content Centre of Excellence.
We\'re looking for someone with:
Experience leading digital design and content teams in complex organisations.
Expertise across UX, UI, service design, and digital content.
Strong experience in digital user research and embedding insights into product development.
Exceptional stakeholder leadership with the ability to influence senior product, technology, and commercial leaders.
A track record of improving customer experience and digital performance through design.
A passion for customer centred design at scale and building new capability from the ground up.
Extra Benefits
Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
Discounts and offers – there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
Supportive and generous company sick pay.
Your Wellbeing – you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It\'s free, and it\'s for everyone.
*Available only to perm employees
Next Steps
The next stage of the selection process will be a face to face/virtual interview consisting of competency based and role specific questions.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we\'ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we\'d love to hear from you.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
Closing Date: 21 January 2026. Please note, this advert may close early if the appropriate number of applications has been reached.
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