Lead Service Designer

We put people first. It’s all about you..

We looking to hire our first Lead Service Designer, to drive strategic systems thinking, exceptional collaboration, and advanced design craft at Utility Warehouse. You will be responsible for defining the bar for seamless, end-to-end customer experiences, ensuring that work across our digital, human, and operational touchpoints aligns with a clear Service Vision and delivers measurable user and business outcomes.

While other Leads focus on specific product interfaces, your “domain” is the full customer lifecycle. You will lead complex, multi-service initiatives that span entire business units (digital platforms, contact centres, back-office operations, and digital/non-digital communications). You will be a respected guide to Heads of Product, Engineering Leads, and senior cross-functional stakeholders, guiding them to make decisions that balance customer needs, operational feasibility, and commercial priorities across all five of our core services.

Here’s the core skills and experience we’re looking for you to bring:

• Technical Mastery:
  • Significant years of experience in UX design with a specialism in end to end Service planning and delivery across multiple channels
  • Deep expertise in service blueprinting at scale, end-to-end journey mapping and applied system thinking You are respected as a knowledgeable leader whose work influences priorities far beyond digital screens and into the contact centre.
• Impact: The ability to shape business direction through deep operational and UX insight
• Planning & Delivery: You are used to being highly visible across UX, Product, Engineering, and Customer Operations.
• Operational Excellence:
  • You establish best practices for Service Design delivery, documentation and measurement in complex, multi-service organisations
  • You act as trusted mentor, supporting designers and product managers across multiple teams. Specifically, you will mentor the Service Designer and other designers on advanced service blueprinting, systems mapping, and aligning design decisions with operational realities.
• Business & Domain Knowledge:
  • Experience of working within highly-regulated consumer services sector (Energy, Telco, Financial Services)
  • The ability to partner with leadership to define success metrics for reducing customer friction and increasing self-serve adoption.
• Leadership & Culture: Proven experience of proactively mentoring and coaching Designers and Product Managers in design thinking

We work together. Your team and the people you will work with…

You’ll be joining a high energy, creative UX team with a clear passion to drive improvements to our Customer experience. Reporting to the Head of UX, you’ll act as a subject matter expert for the wider team. This role requires a lot of cross functional working with both Product and Engineering teams as well as large parts of our Customer operation.

We deliver progress. What you’ll do and how you will make an impact.

As a Lead Services Designer, you you’ll get stuck into..

• Lead Service Definition: Own the creation of Service Blueprints and Customer Journey Maps, ensuring accuracy across both front-stage digital interactions and back-stage operational processes.
• Strategic customer experience: Help to shape the Service Strategy for the entire customer lifecycle, ensuring it supports the goals of reducing customer friction and maximising digital adoption. You will prioritise the roadmap by selecting work that impacts the most critical journey stages
• Architect Cross-Channel Flows: Design unified experiences across digital and non-digital channels, defining the strategy for effective self-serve and clear, supportive human escalation pathways.
• Ensure Operational Feasibility: Embed with operational teams to navigate process constraints and technical debt, ensuring service designs are not just desirable but scalable and grounded in reality.
• Drive Strategic Alignment: Partner with Product Owners , Engineers and Operations Managers to align roadmaps and decision-making with the holistic service vision.
• Influence Leadership: Translate research and design strategies into actionable insights, effectively guiding decision-making with senior stakeholders including Operations and Commercial leads.
• Elevate Practice Standards: Lead the maturity of the Service Design practice by establishing standards for mapping and metrics, while coaching peers in Systems Thinking.
• Cultivate Design Maturity: Mentor and coach peers (including UX Designers and Product Owners) to adopt a Systems Thinking approach, broadening their scope to consider the wider operational and business context