Digital Experience Lead

This is an opportunity to work at scale, designing services that reach tens of millions of customers across multiple countries. You’ll join a fast-moving media and entertainment organisation that values creativity, inclusion, and bold thinking—and where people are encouraged to show up as themselves.

As a Lead Service Designer, you’ll play a pivotal role in shaping how customers buy, use, and receive support for digital products and services. You’ll be accountable for the quality and effectiveness of end-to-end service experiences, ensuring they are intuitive, accessible, and aligned with both customer needs and business priorities.

Working within a central Customer Experience practice, you’ll influence strategy, standards, and delivery across a broad portfolio, helping teams design services that feel coherent from first interaction through long-term use.

What you’ll be responsible for:

• Setting direction for service design across multiple product and delivery teams, ensuring consistent, high-quality outcomes
• Leading and mentoring service designers while raising the overall standard of service design practice
• Designing and improving complex, cross-channel customer journeys that span digital, assisted, and operational touchpoints
• Collaborating closely with senior stakeholders across product, engineering, operations, and architecture to deliver scalable service solutions
• Defining and evolving service blueprints, journey frameworks, and operating models that support efficient delivery
• Contributing to experience principles, measurement frameworks, and customer experience KPIs
• Advancing design operations, methods, and tooling, including the thoughtful adoption of AI-supported design practices

What you’ll bring:

• Proven experience leading service design for large, complex digital products or service ecosystems
• Deep expertise in service design tools and methods, including journey mapping, blueprinting, systems thinking, and facilitation
• Strong understanding of accessibility, inclusive design, and research-led decision making
• Confidence working with qualitative and quantitative insights, including analytics and user research platforms
• Ability to influence at senior levels, tell compelling stories with evidence, and navigate ambiguity in evolving environments

Applications should include examples that demonstrate impact across the following areas:

• People: Growing capability, mentoring others, and building strong teams
• Ways of working: Applying scalable, user-centred design approaches that deliver measurable results
• Strategic influence: Embedding service design into decision-making and organisational strategy
• Delivery: Creating high-quality, app-first digital experiences with clear outcomes

What you’ll get in return:

Employees consistently highlight the benefits as a standout feature of working here. Depending on location and role, these include:

• Market-leading media and entertainment products at reduced rates
• Discounts on connectivity services
• Access to exclusive rewards, events, and experiences

Ways of working:

Hybrid working is core to how teams operate. You’ll spend time collaborating in the office while retaining flexibility to work from home, balancing connection with focus. The West London campus is easily accessible by public transport and supported by shuttle services. Onsite facilities include multiple dining options, fitness amenities, a cinema, and a range of practical services designed to make the working day easier and more enjoyable.