Service Design Lead - London, ECM AA

Join us as a Service Design Lead · 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 the delivery of associated strategic initiatives · You'll lead service design delivery ...

Job description

Join us as a Service Design Lead

• 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 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
• We're offering this role for a period of 12 months

What you'll do

As a Service Design Lead, you'll 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. You'll 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. You'll also 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.

We'll expect you to shape and promote the use of service design guidelines and standards to support consistency and scalability, while continuously developing your own domain knowledge and leadership skills. You'll also help build team capability by coaching, mentoring, and providing constructive feedback, contributing to the growth and maturity of the practice. Moreover, you'll 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.

In addition, you'll be:

• Ensuring service design is delivering impactful end-to-end experience improvements through seamless cross-channel services that balance innovation, user needs, and organisational constraints
• Enabling collaboration across multiple disciplines and functions for programmes and complex projects, ensuring clarity of responsibilities and deliverables for each discipline
• Clearly communicating the value and impact of service design decisions across projects and programmes to a wide range of audiences
• Acting as a key contact for stakeholders, managing expectations, influencing decisions, and overseeing progress, risks, conflicts, and alignment issues within defined authority, escalating when necessary
• Shaping and evolving guidelines and standards to drive scalability, consistency, quality, accessibility, and inclusion in service design, while ensuring all outputs comply with necessary regulations

The skills you'll need

We're looking for someone with a strong understanding of user‑centred design and comprehensive knowledge of redesigning and operationalising services, with solid expertise in embedding accessibility and inclusion throughout the design process. To succeed in this role, you'll also need 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.

In addition, you'll need:

• Experience defining and leading design projects and programmes at pace, using agile delivery methods
• Strong skills in design thinking, data analysis, mapping, and facilitation
• Experience working in multidisciplinary teams and effectively collaborating with cross-functional partners, with proven leadership capability
• Strong stakeholder management skills, including clear communication, expectation management, presenting the rationale behind design decisions, and advocating for the value and impact of design
• Experience supporting service design capability development, including mentoring, sharing constructive feedback, and sharing knowledge with colleagues