Service Design Lead

At Peabody, we’re looking for a Service Design Lead to help transform how we deliver services for residents and colleagues. Working closely with teams across the business, particularly Repairs and Complaints, you’ll use insight, research and human-centred design to improve customer journeys, solve complex problems and deliver meaningful change.

This is an exciting opportunity to influence major organisational priorities and help create services that are simpler, more effective and designed around the people who use them.

What you’ll be doing

• Lead service design projects from discovery through to implementation and continuous improvement.
• Use research, resident feedback and operational insight to identify opportunities and improve key customer journeys.
• Facilitate workshops and co-design sessions with residents, colleagues and stakeholders.
• Develop practical, evidence-based solutions that improve resident outcomes and service performance.

What you’ll bring

• Experience in Service Design, Human-Centred Design, UX, Product Design or a related field.
• A track record of delivering measurable service improvements and improving customer experiences.
• Strong stakeholder engagement, facilitation and communication skills.
• The ability to turn complex challenges into simple, user-focused solutions.

For further information on the key requirements for the role please find our role profile attached to this vacancy.

Why Join Us?

When you join Peabody, you’re joining a team guided by our values:

Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.