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Lead Service Designer – Maternity leave cover
* Location: Hybrid (they have an office in most major cities in UK)
* Maternity leave cover - fixed term
* Up to £85,000 salary depending on experience
About the Role
We’re hiring a Lead Service Designer to execute meaningful, complex transformation projects in a large, global professional services organisation. Sitting within a dynamic CX team, this role will have you working on initiatives that span business service transformation, digital culture enablement, internal platform redesigns and more.
You'll work across a wide range of strategic initiatives, from shaping CX roadmaps to running discovery sprints, from end-to-end service reviews to digital literacy programs. You’ll be hands-on, leading user research, prototyping, and facilitating impactful workshops, while also influencing at a senior level. You'll help embed design deeply into the way the business thinks, plans, and delivers.
It’s a rare opportunity to shape from within, in a company that’s building its design maturity and has strong appetite for innovation. You’ll be working with brilliant, values-led professionals, solving genuinely juicy problems and helping an entire industry evolve.
What You’ll Be Doing
* Lead discovery and research for major strategic initiatives across digital and data culture, internal tooling, and client-facing service redesigns
* Work independently or alongside review boards to shape, test and refine ideas into tangible service solutions
* Bring the user voice into everything – influencing roadmaps, strategies and investment decisions
* Prototype and experiment – creating low-to-high fidelity concepts, validating assumptions and iterating rapidly
* Support implementation – working closely with change managers and product owners to bring services to life
* Co-create within multi-disciplinary teams – including transformation specialists, data leads, digital enablement and change
* Champion service design as a craft and mindset across the organisation, including training and coaching others
* Collaborate with internal and external consultants on high-profile programmes across AI and service innovation
What You’ll Bring
* 6+ years of experience in service design or user research roles in either agency or in-house (current role and majority of experience must be in service design)
* Proven track record designing end-to-end services in complex, often ambiguous environments
* Experience from professional services or In-house with a B2B focus
* Strong experience in B2B or professional services settings, or the ability to translate those challenges from other sectors
* Extensive experience building strategies and delivery them successfully
* Experience working on digital transformation initiatives
* Confidence running workshops and co-design sessions with senior stakeholders
* Gravitas and clarity in presenting recommendations that inform strategy, investment and direction
* Empathy, curiosity, and emotional intelligence – the ability to gain trust and get buy-in quickly
* A clear, thoughtful portfolio that demonstrates how you work, think and create impact
Nice to have:
* Experience building or embedding service design functions
* Exposure to transformation, data literacy or internal operations redesign
* Background in consulting with a strong narrative for moving in-house
* Experience supporting cultural or mindset shifts in digital maturity
Ready to shape what’s next? Apply now to make your mark on meaningful digital change.
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