Lead Service Designer

We are looking for an exceptional Lead Service Designer to join us at British Gas, could it be you? Our Service Designers design the end-to-end experience of our services, bringing service excellence to our 7.5 million residential energy customers. In this role, they are responsible for the creation of, or change to, processes, products and content across both digital and offline channels provided by different parts of British Gas and its employees.

You will be an expert at designing services from end to end either starting from an idea or user need or improving existing services that are underperforming. Your work will be primarily self-initiated with guidance from our Head of Design as part of a wider design community.

You will be responsible for the Service Design function, setting direction and assure the quality of design delivery across teams. Leading multiple or highly complex services at one time.

Leading and mentoring our Service designers, you will be expected to be a natural leader and be comfortable making quick, pragmatic decisions in a way that balances the needs of your team, the community and the business.

You are an expert practitioner who influences and mentors others, who will nurture and grow the service design function and educate the business in the value of Service design.

You change organisational structures to sustainable designs and can lead on the strategy for the whole community, marrying business needs with innovative analysis. You will make and justify decisions characterised by high levels of risk, impact and complexity.

You will communicate with stakeholders at all levels, managing stakeholder expectations and moderate discussions about high risk and complexity, even within constrained timescales.

Who are we looking for?

• Experience in Service Design and Design Thinking is essential.
• Experienced in both facilitation and the application of Design Thinking Methodology, you are able to lead end-to-end collaborative design sessions.
• Ability to grow and maintain strong working relationships across the business.
• Experience producing common Service Design artefacts, such as Service Blueprints, user journeys, and personas.
• Creative and strategic mindset and passion to join the dots, innovate and come up with new concepts and solutions to complex problems.
• Ability to organise data into journey / experience maps and service blueprints and translate concepts and ideas into business cases and proposals.
• Creative thinker with an insistence on following human-centred design principles.
• Curious and actively challenges the status quo to deliver better outcomes.
• Commercially aware.
• Excellent communication and relationship-building skills.
• Data-focused.
• Experimental and innovation.
• Detailed oriented.