Lead Service Designer

What you’ll do

• Lead the development of user centred design at Elexon, setting the direction for how design thinking is applied across our complex, high impact ecosystem.
• Redesign end-to-end services and journeys, improving experiences across the platforms that support the UK electricity market.
• Work closely with product, delivery and senior leaders, influencing strategy and embedding user centred ways of working.
• Use research, insight and data to make evidence-based design decisions.
• Create clear, compelling storytelling and design artefacts that help teams understand problems and envision better services.
• Build long term service design and customer experience capability, shaping standards, coaching others and embedding best practice.
• Champion accessibility and inclusion, ensuring services deliver real value and align with organisational priorities.

What you’ll bring

• Strong service design experience, including mapping and improving complex, multitouch point services.
• A track record of leading user centred design initiatives using iterative, evidence driven methods.
• Excellent collaboration skills, working confidently with multidisciplinary teams in agile environments.
• Experience engaging and influencing senior stakeholders, advocating for design led thinking.
• Experience in complex organisations or environments with multiple services or platforms.
• Clear communication skills, able to simplify complexity and turn insights into actionable recommendations.
• Hands on experience with design thinking tools, such as journey mapping, service blueprinting and workshop facilitation.
• A strong focus on customer outcomes, continuous improvement and delivering value.

Desirable

• Experience in digital transformation or organisational change.
• Familiarity with agile delivery frameworks and tools (e.g. Jira, Azure DevOps).
• Experience using insight and data to identify service improvements.
• Experience mentoring or developing design capability.