Lead Service Designer in London

We are on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings! We are aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.

The challenge for our customers and partners is that UW just needs to work – there when you need it, and invisible when you don’t. Our proposition to customers is simple, but for our technology teams, the behind-the-scenes complexity is what makes it so interesting.

We are looking to hire our first Lead Service Designer, to drive strategic systems thinking, exceptional collaboration, and advanced design craft at Utility Warehouse. You will be responsible for defining the bar for seamless, end-to-end customer experiences, ensuring that work across our digital, human, and operational touchpoints aligns with a clear Service Vision and delivers measurable user and business outcomes.

As a Lead Services Designer, you will get stuck into:

• Lead Service Definition: Own the creation of Service Blueprints and Customer Journey Maps, ensuring accuracy across both front-stage digital interactions and back-stage operational processes.
• Strategic customer experience: Help to shape the Service Strategy for the entire customer lifecycle, ensuring it supports the goals of reducing customer friction and maximising digital adoption.
• Architect Cross-Channel Flows: Design unified experiences across digital and non-digital channels, defining the strategy for effective self-serve and clear, supportive human escalation pathways.
• Ensure Operational Feasibility: Embed with operational teams to navigate process constraints and technical debt, ensuring service designs are not just desirable but scalable and grounded in reality.
• Drive Strategic Alignment: Partner with Product Owners, Engineers and Operations Managers to align roadmaps and decision-making with the holistic service vision.
• Influence Leadership: Translate research and design strategies into actionable insights, effectively guiding decision-making with senior stakeholders including Operations and Commercial leads.
• Elevate Practice Standards: Lead the maturity of the Service Design practice by establishing standards for mapping and metrics, while coaching peers in Systems Thinking.
• Cultivate Design Maturity: Mentor and coach peers (including UX Designers and Product Owners) to adopt a Systems Thinking approach, broadening their scope to consider the wider operational and business context.

You will be joining a high energy, creative UX team with a clear passion to drive improvements to our Customer experience. Reporting to the Head of UX, you will act as a subject matter expert for the wider team. This role requires a lot of cross-functional working with both Product and Engineering teams as well as large parts of our Customer operation.

Here are the core skills and experience we are looking for you to bring:

• Technical Mastery: Significant years of experience in UX design with a specialism in end to end Service planning and delivery across multiple channels.
• Impact: The ability to shape business direction through deep operational and UX insight.
• Planning & Delivery: You are used to being highly visible across UX, Product, Engineering, and Customer Operations.
• Operational Excellence: You establish best practices for Service Design delivery, documentation and measurement in complex, multi-service organisations.
• Business & Domain Knowledge: Experience of working within highly-regulated consumer services sector (Energy, Telco, Financial Services).
• Leadership & Culture: Proven experience of proactively mentoring and coaching Designers and Product Managers in design thinking.

We have big ambitions so there are going to be plenty of challenges. There are also a lot of benefits:

• Competitive salary: We benchmark against the industry and will share the salary openly during our first conversation.
• Performance bonus: An annual discretionary bonus ranging from 15-40%.
• Work-life balance: We offer an optional four-day working week (90% pay for 90% impact).
• Work from anywhere: You can work abroad for up to three weeks, twice every tax year.
• Holiday: 25 days plus bank holidays (increasing with tenure), with the option to trade up to five days each year.
• UW discounts: Save on our services and get a free Cashback Card.
• Future planning: Matched-contribution pension scheme and life assurance (up to 4x salary).
• Family first: Policies designed to help you and your family thrive.
• Flexible benefits: An allowance for private health insurance, dental insurance, or gym membership.
• Sabbaticals: An eight-week paid sabbatical after four years of service.
• Growth: A dedicated learning and development budget and bi-annual promotion cycles.
• Inclusion: Join belonging groups that help shape our culture.
• Events: Company-wide celebrations including the ‘Great Big Get Together’ and our ‘Good Hearted Go-Getter Awards’.

If you’ve got this far… Hit apply - we can’t wait to hear from you! We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.