Lead Service Designer

Job description

Working for a very high-growth, industry-leading digital business, the Lead Service Designer will lead end-to-end service design across digital journeys, contact centres and operational processes within a complex model involving millions of customers and thousands of partners.

The Lead Service Designer will be responsible for:

• Owning end-to-end service design strategy across complex customer journeys
• Identifying pain points across app, service and operations
• Designing and implementing measurable improvements
• Leading cross-functional initiatives from discovery to delivery
• Blending automation, AI and human support into seamless journeys
• Clearly defining and tracking impact (CX, operational, commercial)

The Lead Service Designer will have:

• A track record of delivering measurable impact (customer behaviour, business performance, operational outcomes)
• Owning end-to-end service design strategy across complex customer journeys
• Strong systems thinking across digital and operational ecosystems
• Ability to demonstrate tangible impact in previous roles — what changed and how it was measured
• Confidence influencing and leading teams through change
• Comfort operating at pace in a scaling environment
• Experience with or curiosity about AI and automation
• Candidates could come from many industries including ecommerce, retail, travel, finance, marketplace, insurance, government, etc.

This is a great opportunity for a talented Lead Service Designer to help build, scale and deliver real impact at a huge brand, loved by their customers.

Lead Service Designer

£95k + bonus + benefits

London / hybrid

Extra information

Status

Open

Education Level

Secondary School

Location

City of London

Type of Contract

Full-time jobs

Published at

23-05-2026

Profession type

Retail

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English