Service Design Lead in London

A BIT ABOUT THISThat is a brand growth intelligence company. We are the Brand Lift Authority in influencer marketing, with the largest global brand lift dataset in the industry, and we are building toward something bigger. The $4T marketing industry is shifting from the personalisation era, obsessed with advertising effectiveness, to the community era, where influence is the currency. No governing system of influence exists yet. ThisThat is building it, making influence measurable, predictable, governable, and investable. Trusted by the world's most ambitious brands and agencies, including Meta, Unilever, Amazon, MrBeast, WPP, and Publicis. VC-backed with investment from four unicorn founders. Winners of Best Technology and Best Data-Driven Campaign at the Global Influencer Marketing Awards.

ROLE SUMMARY We are looking for someone who is more than a service designer: someone who shapes strategy, builds empathy for users, challenges what is accepted, aligns cross-functional partners, and uses design to cut through ambiguity and get to better decisions faster. We are calling this role Service Design Lead, though we are happy to flex the title to reflect what feels most accurate for the right candidate. Experience Design Lead is a strong runner-up. What matters is the person. This person designs both the external experience, what it feels like to be a ThisThat client, and the internal experience, what it feels like to work here and build here. They live at the intersection of all our disciplines and help take co-creation to the next level with the full company-wide context that they have and enable others to have.

KEY RESPONSIBILITIES This role requires someone who thinks strategically and gets their hands dirty. If the idea of doing both sounds exhausting rather than energising, this is not the role.

• PRIMARY: SERVICE DESIGN The primary job is to understand where every service and touchpoint is today, make the case to the leads for what needs to improve and why, and work with them to make it happen. The leads prioritise. This person brings evidence, design, and momentum.
• SECONDARY: KNOWLEDGE ARCHITECTURE AND THE SECOND BRAIN This is one of the most important things this person will build. The vision is not a documentation system. It is an intelligence that everyone can speak to, that self-updates, and that is always live.
• TERTIARY: PRODUCT EXPERIENCE DESIGN At ThisThat, this person works across two time horizons simultaneously: maximising the experience of what is being built now, while designing conviction and building the ROI case for the next 12 months.

QUALIFICATIONS & EXPERIENCE Essential: 5+ years in service design, experience design, or experience strategy. Experience mapping complex B2B journeys with multiple actors and systems. Confident facilitating stakeholder interviews and service design workshops. Fluent with AI design and prototyping tools. Strong written communication. Makes complex things simple. Proven ability to elevate other people's domains without owning them. High autonomy. Thrives in a scaling environment.

Desirable: Background in marketing, adtech, or measurement. Experience redesigning or replacing a client-facing tool or portal. Built or contributed to an internal knowledge system or playbook library.

KEY SKILLS & ATTRIBUTES Drives cross-functional work without formal authority. High ownership, low ego. Excited by a fast-paced startup environment. Cannot settle for a good experience when a great one is possible. Uses AI to accelerate design, documentation, and operational intelligence. ROI-focused and systematic. Finishes what they map.

WHY JOIN? You will design the experience of a system that governs how the world's most ambitious brands measure and lift influence. That category does not have a standard yet. You will help set it. You will build an AI-powered knowledge infrastructure that makes the whole business smarter. What you document today compounds for years. You will work with a hands-on founder alongside A-players who take the work seriously and each other lightly. Base Salary of £80,000 - £100,000 Share options so you benefit from our success.