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- Tasks: Lead the design of customer journeys and improve service efficiency.
- Company: Join a not-for-profit organisation focused on fairness and simplicity.
- Benefits: Generous pension, healthcare, learning opportunities, and onsite gym.
- Why this job: Make a real impact in service design while supporting a diverse team.
- Qualifications: Experience in service design and strong facilitation skills required.
- Other info: Flexible hybrid working environment with excellent career development.
The predicted salary is between 36000 - 60000 £ per year.
About People’s Partnership: At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We’re a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
What you’ll be doing: The Service Design Lead / Manager will establish and embed service design as a discipline within the organisation, ensuring that customer experience and business efficiency evolve together as the business scales and modernises. This role combines strategic leadership and hands-on design delivery, helping to define, design and improve key customer journeys while building service design capability within the Customer Experience (CX) team.
- Lead the design of end-to-end customer journeys, with a current emphasis on the retirement proposition, while maintaining an enterprise-wide perspective.
- Design and facilitate workshops and collaborative sessions to align teams on journey challenges, opportunities, and service improvements.
- Set up and maintain a journey management platform (TheyDo or similar), ensuring journeys are well structured, evidence-based, and linked to customer and business metrics.
- Coach and mentor the CX team (four analysts) to develop skills in journey mapping, facilitation, and insight-led design.
- Collaborate with the CX Specialist Lead to ensure that projects with high Service Design needs can be supported, in tandem with CX Specialists, and Communications teams.
What we’re looking for:
- Proven experience leading service design in complex or large-scale organisations, ideally as the first or senior design hire.
- Strong practitioner skills in journey mapping, service blueprinting, design facilitation, and experience definition.
- Demonstrated experience setting up and using a journey management platform (e.g. TheyDo, CXOmni, Cemantica).
- Ability to translate customer and business insights into design priorities and actionable outcomes.
- Skilled in workshop design and facilitation, including remote and hybrid collaboration (Miro, Mural, FigJam).
- Confident operating at both strategic and hands-on levels, managing ambiguity and competing priorities.
- Strong written and verbal communication skills, with the ability to simplify and present complex information effectively.
What you can expect from us:
- Generous pension contributions with an employer contribution of up to 14%
- Real living wage
- Income protection, critical illness cover & death in service insurance
- Employee healthcare
- Parental and adoption leave
- Learning & development opportunities and study support
- Travel season ticket loans
- Subsidised restaurant in our Crawley office
- Volunteering days and charity payroll giving
- Onsite gym
- Ride-to-Work scheme
- Social clubs and events
Disability Statement: People’s Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People’s Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.
Perks: Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People’s Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.
Service Design Lead in Crawley employer: The People’s Pension
Contact Detail:
The People’s Pension Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Design Lead in Crawley
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service design. We recommend doing mock interviews with friends or mentors to build your confidence and get feedback on your responses.
✨Tip Number 3
Showcase your skills through a portfolio! Create a visual representation of your past projects and experiences in service design. This will give potential employers a clear idea of what you can bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our mission at People’s Partnership.
We think you need these skills to ace Service Design Lead in Crawley
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Design Lead role. Highlight your experience in service design, especially in complex organisations, and show us how you can bring value to our team.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples of your journey mapping and workshop facilitation experiences. We want to see how you've tackled challenges and achieved results in your previous roles.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language to explain your ideas and experiences. Remember, we appreciate strong written communication skills, so make every word count!
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 the role. Plus, it shows us you’re keen on joining our fantastic team!
How to prepare for a job interview at The People’s Pension
✨Know Your Service Design Stuff
Make sure you brush up on your service design principles and methodologies. Be ready to discuss your experience with journey mapping, service blueprinting, and how you've led design initiatives in the past. This role is all about combining strategic leadership with hands-on delivery, so show them you can do both!
✨Prepare for Collaborative Sessions
Since you'll be designing and facilitating workshops, think about how you can engage teams effectively. Prepare examples of past workshops you've led, focusing on how you aligned teams on challenges and opportunities. Highlight your skills in using tools like Miro or FigJam to enhance collaboration.
✨Showcase Your Coaching Skills
As a Service Design Lead, mentoring the CX team is key. Be ready to talk about your coaching style and how you've helped others develop their skills in journey mapping and insight-led design. Share specific instances where your guidance made a difference.
✨Communicate Clearly and Confidently
Strong communication is crucial for this role. Practice simplifying complex information and presenting it clearly. During the interview, focus on how you can convey ideas effectively, whether you're discussing customer insights or design priorities. Confidence will help you stand out!
