Service Design Lead - Digital Customer Experience

Lead Service Designer - Digital Customer Experience

London | Hybrid Permanent Opportunity £70,000-£85,000 + Benefits Lead the vision. Shape the experience. Make an impact. Exciting projects with both Public Sector & Government Clients!

We're looking for an experienced Lead Service Designer to join a growing Digital Customer Experience practice, leading high-profile transformation programmes and shaping the future of digital services.

This is a fantastic opportunity to combine strategic leadership with hands-on design, working with senior stakeholders and multidisciplinary teams to turn complex challenges into innovative, user-centred and scalable solutions.

What will you be doing?

Lead end-to-end service design programmes, from initial discovery through to delivery and live operation.

Define service strategies, future-state experiences and service architectures.

Drive user research, prototyping, testing and design delivery.

Lead design sprints, workshops and co-creation sessions.

Develop service blueprints, customer journeys and new propositions.

Influence senior stakeholders and shape key strategic decisions.

Mentor and develop designers, helping build a high-performing design practice.

Support client proposals, new business opportunities and project development.

Drive innovation across design methodologies, standards and AI-enabled services.

What are we looking for?

Proven experience leading end-to-end service design programmes.

Strong stakeholder management skills, including influencing senior decision-makers.

Expertise in service blueprinting, journey mapping, systems mapping and proposition development.

Experience leading, coaching and developing multidisciplinary teams.

Excellent facilitation, communication and workshop skills.

The ability to connect strategic design with practical delivery in agile or hybrid environments.

Strong commercial awareness and the confidence to challenge ideas constructively.

Experience with GDS Service Standards, accessibility, regulated industries or AI-enabled services would be a real advantage

Ready to take the lead?

If you're an ambitious Service Design leader who enjoys tackling complex challenges, influencing at senior level and turning big ideas into real-world outcomes, this could be your next move.

🔐 Security: Eligibility for SC-level security clearance is required, subject to the relevant clearance criteria.

Apply now to find out more