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- Tasks: Lead service design to create seamless customer experiences across the entire lifecycle.
- Company: Join Virgin Media O2, the UK's fastest broadband network and a top mobile brand.
- Benefits: Enjoy a fantastic reward package with benefits that support you and your loved ones.
- Why this job: Make a real impact by shaping customer journeys in a dynamic, inclusive environment.
- Qualifications: Experience in service design and team leadership, with strong communication skills.
- Other info: Be part of a diverse team that values authenticity and empowers everyone to thrive.
The predicted salary is between 36000 - 60000 £ per year.
The TCX Service Design Lead is accountable for setting the strategic direction and embedding service design as a core capability across the entire customer lifecycle. The role leads the Service Design practice within TCX, ensuring consistent, high-quality application of service design across priority propositions, lifecycle journeys, and strategic programmes. Operating within a matrix delivery environment, the role partners closely with Lifecycle and Omnichannel leadership to translate customer and commercial priorities into coherent, end-to-end service experiences. A core aspect of the role is building organisational understanding and capability in service design — establishing clear standards, ways of working, and artefacts that enable teams to design joined‑up, customer‑led experiences and reduce fragmentation across channels and journeys.
The must haves:
- Leading service design across complex, end-to-end customer lifecycles
- Managing and developing teams of Service Designers or equivalent design roles
- Embedding service design into product‑led and transformation environments
- Partnering with lifecycle, product, and delivery leaders to shape outcomes
- Operating effectively within complex, matrix organisations
The other stuff we are looking for:
- Strong service design and end-to-end journey thinking
- Proven people leadership and capability‑building skills
- Confident using data and insight to inform design direction and priorities
- Ability to influence senior stakeholders and shape decision making
- Comfortable working with ambiguity and complex problem spaces
- Clear, concise communication and storytelling skills
What’s in it for you:
Our goal is to celebrate our people, their lives and everything in‑between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world. Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like. These are designed to support both you and your loved ones, making sure you’re covered no matter what life throws your way.
Next steps:
If we feel like a place where you can belong, we’d love to learn more about you as a person and your experience to date. Once you’ve submitted an application, the next steps of the process, if successful, are likely to include a competency interview with the Hiring Manager. When you apply, you’ll be asked about any adjustments you might need to support the recruitment process. Let us know, and we’ll be sure to discuss it with you.
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed. Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.
TCX Service Design Lead in Reading employer: Virgin Media O2
Contact Detail:
Virgin Media O2 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land TCX Service Design Lead in Reading
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those at Virgin Media O2. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Show off your skills in action! If you’ve got a portfolio or examples of your service design work, bring them along to interviews. It’s all about demonstrating how you can lead and innovate.
✨Tip Number 3
Prepare for those tricky questions! Think about how you’d tackle complex problems or lead a team. Use real-life examples to showcase your experience and how you fit into the Virgin Media O2 culture.
✨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, it shows you’re serious about joining the Virgin Media O2 family.
We think you need these skills to ace TCX Service Design Lead in Reading
Some tips for your application 🫡
Show Your Passion for Service Design: When you're writing your application, let your enthusiasm for service design shine through! We want to see how you can bring that passion to the role and help us create amazing customer experiences.
Tailor Your Application: Make sure to customise your application to highlight your experience with end-to-end customer lifecycles and team leadership. We love seeing how your unique skills align with what we're looking for!
Be Clear and Concise: We appreciate straightforward communication, so keep your application clear and to the point. Use storytelling to showcase your achievements and how they relate to the role — it makes a big difference!
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with Virgin Media O2.
How to prepare for a job interview at Virgin Media O2
✨Know Your Service Design Inside Out
Make sure you’re well-versed in service design principles and practices. Brush up on your knowledge of end-to-end customer lifecycles and be ready to discuss how you've successfully led service design initiatives in the past.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing and developing teams. Think about specific situations where you’ve influenced stakeholders or built capability within a team, as this will resonate well with the interviewers.
✨Be Data-Driven
Familiarise yourself with how data informs design decisions. Be prepared to discuss how you’ve used insights to shape service experiences and improve customer journeys, as this is crucial for the role.
✨Communicate Clearly and Confidently
Practice your storytelling skills! You’ll need to convey complex ideas simply and effectively. Think about how you can articulate your vision for service design and how it aligns with the company’s goals.
