Summary
Location: London, Reading
Job Family: Commercial
Job Type: Full Time
Posted Date: 16-Apr-2026
Ref #: 71430
TCX Service Designer is responsible for designing high‑quality, end‑to‑end service experiences that support priority lifecycle journeys, propositions, and transformation initiatives.
Operating within a matrix delivery environment, the role works as an embedded member of TCX‑aligned squads, partnering closely with Lifecycle, Product, Omnichannel, and Delivery teams to translate customer insight and strategy into practical, executable service design.
Initially supports the Product Education & Renewals squad and is lifecycle‑agnostic by design, allowing alignment to squads and initiatives to flex over time in line with TCX and broader business priorities.
Must‑have Qualifications
* Deliver service design within customer experience, lifecycle, or product‑led teams
* Work in digital and/or cross‑channel delivery environments
* Design and map end‑to‑end customer journeys and services
* Use customer insight and data to inform design decisions
* Operate effectively within matrix or squad‑based organisations
Desirable Skills
* Strong service design and journey mapping capability
* Ability to turn insight into clear, actionable design outputs
* Comfortable working across multiple problem spaces and priorities
* Collaborative mindset with strong stakeholder engagement skills
* Confident communicating design intent and rationale
* Attention to detail with a focus on practical execution
Benefits
We aim to create a culture that empowers everyone to bring the best versions of themselves to work each day. Our reward package includes a bumper reward and a range of extras designed to support you and your loved ones, ensuring you’re covered no matter what life throws your way.
Equal Opportunities
Virgin Media O2 is an equal opportunities employer. We actively work to remove bias and barriers for our people and candidates, supporting you to be your authentic self throughout the application journey.
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