Service Design Lead

A BIT ABOUT THIS

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.

The Service Design Lead does not own one domain. They level up every domain. They are the experience standard across the whole company: the person who evaluates where every service and touchpoint is today and closes the gap with our goals. They own the documentation that makes this possible, the design that makes it excellent, and the continuous improvement that makes it compound. Every lead owns their domain, and this person respects that. But they also embody our do-better culture: they have the authority to challenge anything that falls short of excellent, and the responsibility to explain clearly why. When they say something is not done, it is not done.

As they build context and earn the trust of the team, they will increasingly bring every lead around the table to prioritise ruthlessly and apply force where it creates the most leverage. The superpower of service design is knowing where that is.

Beyond the service design work, this person builds something that may be their most lasting contribution: the knowledge infrastructure of the business: two systems that together make ThisThat self-sufficient, scalable, and founder-independent.

Your primary KPI is ePNPS, Employee Product Net Promoter Score: the pride our team has in what they build and deliver. If the team loves it, clients will too. Second: RR/FTE, Revenue Run Rate per Full-Time Employee. Supporting KPIs: NPS, CSAT, CES, and TTV. All are downstream of great service design.

OUR PRODUCTS

• Thia, our AI co-pilot across Strategy, Planning, Execution, and Reporting: target setting, strategy design, learning agenda creation, and community AI persona setup
• Brand Lift Managed Service: drivers (why audiences moved), levers (what to do next), headroom (commercial opportunity)
• Brand Lift SaaS: self-serve at scale, interpreted by Thia
• Learning Agenda: always-on test and learn framework
• Survey infrastructure: data collection, analysis, and report automation
• Launching early H2: Brand Value Measurement (SIP), Influence Measurement (delta SIP), and Brand Health Tracking

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.

Product Experience (Strategic Solutions, Engineering, Marketing Science and AI) Work with Strategic Solutions to understand, elevate, and document the service design of our full delivery offering. They own delivery. You elevate the experience and ensure it scales. Work with Engineering to design how Thia shows up as the intelligence co-pilot at every stage of the client journey, from strategy and target setting through to execution and reporting Work with Engineering to design the integrated client portal so clients manage campaigns, resources, and spend in one place within the SaaS Work with Marketing Science and AI to ensure SIP, delta SIP, drivers, levers, benchmarks, and Thia land clearly and compellingly with clients.

Revenue Growth (Biz Dev, Client Strategy, Marketing) Work with the Biz Dev Lead to understand and elevate the service design of the Path to Partner journey Work with the Client Strategy Lead to understand and elevate the service design of the revenue growth journey, including how the client portal drives usage and value Work with the Marketing Director to ensure all go-to-market touchpoints are designed with the same care as our product.

Central Operations (Finance and Ops) Work with the Finance and Ops Lead to design and document how we hire, onboard, and develop the team Work with the Finance and Ops Lead on internal meetings and metrics rhythms so business governance is clear and consistent.

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.

Two systems:

• System 1: Thia documentation layer. Feeds directly into Thia via our RAG service. Service designs, product guides, ways of working, sales assets. What is documented here is what Thia knows.
• System 2: Internal second brain. The living record of how ThisThat thinks, decides, and operates. New joiners onboard faster. The team has always-current enablement. Shared context. Less escalation. More doing. Build and maintain the Thia documentation layer: service designs, product guides, ways of working, and sales assets. What is documented here is what Thia knows. Build and maintain the internal second brain: strategy, decisions, processes, and frameworks. Always current. Always accessible. Designed so the whole team can nurture it: as decisions are made, priorities shift, and ways of working evolve, the second brain updates with them. Continuously audit where knowledge concentrates. Map who holds what. Prioritise extraction by risk before single points of failure become incidents. Make the system self-sufficient: new joiners, partners, the delivery team, and board members get what they need without asking.

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. Right now, the founder is the bridge between strategy and tactics. This person removes the bottleneck. Conduct continuous user research, interviews, and workshops. Use data to spot trends, identify drop-offs, and discover improvement opportunities. Develop and iterate low-fidelity prototypes. A/B test to validate and invalidate design decisions. Own the definition of done. Test everything deployed. Push back until it is loved. Prototype future offerings and build the ROI case for each initiative on the roadmap so the team commits to the right things. Sit on the Product Council as the experience conscience: the voice that challenges direction, validates decisions, and ensures the experience always meets the standard.

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

28 days paid holiday plus bank holidays

Hybrid & flexible working (working from the office 3 x per week) - and dogs are welcome at our Shoreditch office!

Access to our Benefitts package, to support your health and happiness

Regular (optional) socials and charity away days

DIVERSITY & INCLUSION

ThisThat is proud to be an equal opportunity employer. We welcome applicants of all races, national origins, genders, gender identities, sexual orientations, ages, abilities, and veteran statuses. Contact us if you need accommodations.