Lead Service Designer

Job responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences, aligning business objectives and customer experience enhancement across multiple products and platforms
• Develop clear future‑state service propositions, journeys, and concepts that deliver value to customers and the business
• Partner with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data to shape end‑to‑end service experiences across channels and touchpoints
• Work with UX Research and Data to plan, conduct, and synthesise research to inform and validate service design deliverables
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and opportunities for improvement
• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless experiences
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics
• Communicate complex service thinking clearly to stakeholders

Required qualifications, capabilities and skills

• Solid hands-on experience in roles such as Senior or Lead Service designer or a related field, focusing on end-to-end customer experiences
• Proven record in service design projects, including journey mapping, service blueprinting, and storyboarding
• Experience in conducting user research to inform service design outcomes
• A strong portfolio demonstrating end‑to‑end service design work: from discovery and insight through to service blueprints and future‑state journeys
• Strong communication skills to articulate service design artefacts to stakeholders
• Represent service design in key governance and decision forums & experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
• Strong collaborative skills to build alignment across diverse teams & Degree in Design, Service Design, HCI, Behavioural Science, Business, or related field – or equivalent practical experience.

Preferred qualifications

• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
• Confident leading workshops, co‑creation sessions, and playback meetings with senior, cross‑functional stakeholders
• Comfortable presenting and tailoring communication style for different audiences
• Builds trusted relationships with Product, Engineering, Operations, Risk, and Compliance