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About the Role
In this dynamic role, you’ll have the chance to make an impact by contributing to the development of service design and experience strategy, while overseeing a team of Service Designers and the delivery of associated strategic initiatives. You’ll lead service design delivery for mid-size and increasingly complex projects, ensuring designs are user-centred, inclusive, and aligned to experience design, business area, and enterprise strategies. This is an opportunity for you, as an evolving leader, to lead teams toward achieving project goals while continuing to develop your own leadership skills and capabilities. Drive the integration of AI into service design by identifying opportunities from experimentation and pilot programmes, translating insights into best practices that support consistent service outcomes. You’ll also work closely with Design Leadership and Operations to define and implement AI-enabled service design workflows, fostering capability development, and continuous improvement across the design community.
Responsibilities
- Oversee the scoping, direction, and planning of service design for mid-size and increasingly complex projects and programmes while contributing to the overall service design strategy.
- Lead and execute service design activities across initiatives, ensuring outputs are validated, user-centred, aligned with business needs, and free from barriers that could impact delivery.
- Foster strong collaboration across design disciplines and other functions, engaging key stakeholders to maintain alignment and support the effective delivery of projects, programmes, and strategic initiatives.
- Shape and promote the use of service design guidelines and standards to support consistency and scalability.
- Continuously develop your own domain knowledge and leadership skills.
- Help build team capability by coaching, mentoring, and providing constructive feedback, contributing to the growth and maturity of the practice.
- Act as an escalation point, making project and programme-level service design decisions within defined authority, ensuring that outputs remain user-centred, inclusive, and aligned with project objectives and business goals.
- Ensure service design is delivering impactful end-to-end experience improvements through seamless cross-channel services that balance innovation, user needs, and organisational constraints.
- Enable collaboration across multiple disciplines and functions for programmes and complex projects, ensuring clarity of responsibilities and deliverables for each discipline.
- Clearly communicate the value and impact of service design decisions across projects and programmes to a wide range of audiences.
- Act as a key contact for stakeholders, managing expectations, influencing decisions, and overseeing progress, risks, conflicts, and alignment issues within defined authority, escalating when necessary.
- Shape and evolve guidelines and standards to drive scalability, consistency, quality, accessibility, and inclusion in service design, while ensuring all outputs comply with necessary regulations.
- Drive the adoption of enterprise-approved AI capabilities within service design, translating experimentation and emerging opportunities into scalable ways of working, guidance, and best practice that enhance efficiency and service outcomes.
Requirements
- Strong understanding of user-centred design.
- Comprehensive knowledge of redesigning and operationalising services.
- Solid expertise in embedding accessibility and inclusion throughout the design process.
- Proven experience delivering service design for mid-size, increasingly complex projects and programmes, grounded in user research and supported by a portfolio that demonstrates effective end-to-end service design across both front-stage and back-stage elements.
- Experience defining and leading design projects and programmes at pace, using agile delivery methods.
- A track record of leading, coaching, and developing service designers, fostering a culture of continuous learning, high performance, and inclusive practice while supporting career growth and capability development across the team.
- Experience working in multidisciplinary teams and effectively collaborating with cross-functional partners.
- Proven leadership capability.
- Experience leading and developing service design talent, including line management, coaching, mentoring, performance development, and fostering a culture of knowledge sharing and continuous improvement.
Skills
- Design thinking
- Data analysis
- Mapping
- Facilitation
- Stakeholder management
- Clear communication
- Expectation management
- Presenting the rationale behind design decisions
- Advocating for the value and impact of design
Location
- Remote
Work Type
- Remote First
- Full-time
Experience Level
- Lead
- Senior