Lead Service Designer

Purpose of Position

Are you looking to drive meaningful change across how products, teams, and services come together to deliver great experiences? We’re seeking a Lead Service Designer to join Awin in our mission to help customers grow their business online.

You’ll play a vital role within the UX team, shaping how end-to-end services are designed across Awin. You’ll work across product, operations, and customer-facing teams to ensure our experiences are connected, efficient, and built around real customer needs.

You’ll collaborate closely with Product, Engineering, Customer Success and Commercial teams to embed service design thinking across the organisation, from discovery through to delivery and continuous improvement. Our team is a bunch of lovely, smart, and dedicated humans. And we offer some great benefits too!

What You’ll Be Responsible For

• Driving end-to-end service design across key Awin journeys (e.g. onboarding, activation, support), connecting product experiences with operational processes and
  customer interactions
• Shaping service strategy and vision, identifying opportunities to simplify complex journeys and improve how the organisation delivers value to customers
• Leading and facilitating strategic discovery and service design workshops, aligning cross-functional teams around shared problems and outcomes
• Mapping and improving customer journeys and service ecosystems, identifying pain points across teams, tools, and touchpoints
• Defining and producing service design artefacts (e.g. journey maps, service blueprints, ecosystem maps) that create clarity and drive action
• Working closely with Product and Design teams to ensure solutions are joined-up, scalable, and consistent across the wider experience
• Identifying opportunities to reduce operational friction, unnecessary handoffs, and low-value work across teams
• Partnering with Customer Success, Support, and Commercial teams to ensure real world service delivery is reflected in design decisions
• Setting service design standards and ways of working, helping embed service design thinking across the organisation
• Leading and coaching designers and cross-functional team members, raising the quality and maturity of service design practice
• Communicating complex service challenges and solutions clearly through storytelling, facilitation, and stakeholder engagement
• Championing user-centred and evidence-based design, ensuring decisions are grounded in research and real customer needs

Your Skills

• Significant experience as a Senior or Lead Service Designer, working across complex, multi-touchpoint services
• Proven ability to design and improve end-to-end services, connecting product, process, people, and technology — applying systems thinking to identify and resolve organisational and operational challenges (not just product or UX problems)
• Strategic mindset, able to zoom out to systems-level problems and zoom in to drive practical, deliverable improvements
• Demonstrated ability to influence and partner with senior stakeholders across multiple disciplines (Product, Engineering, Operations, Commercial), building alignment around shared outcomes
• Skilled facilitator, experienced in leading workshops, co-creation sessions, and alignment activities that move teams from ambiguity to clear decisions
• Expertise in core service design methods, including: journey mapping, service blueprinting, systems and ecosystem thinking
• Clear communicator who can translate complex services into compelling narratives that help teams understand trade-offs and make decisions
• Experience working in agile, cross-functional environments, balancing discovery with delivery and staying effective in evolving problem spaces
• Commitment to mentoring and enabling others, helping teams adopt service design thinking and improve how they work
• Inclusive-by-default approach, with a working knowledge of accessible design and comfort using tools (e.g. Figma, FigJam, Miro) to map services, collaborate, and communicate ideas