Lead Service Designer

What you’ll be doing:

As a Lead Service Designer, you will lead the design and optimization of client-facing journeys, workflows, and service ecosystems for WPP’s most strategic accounts. Your work will directly shape how these clients experience WPP Open, ensuring every touchpoint is seamless, intuitive, and aligned to their business goals. 

You will: 

Lead Client-Centric Service Experience Design 

• Design and optimize end-to-end client journeys for strategic accounts, ensuring a unified, frictionless experience across all WPP Open touchpoints. 

• Apply systems thinking to connect disparate components developed by multiple teams into a cohesive, high-impact client service ecosystem. 

• Identify, codify, and develop core service offerings that streamline processes, enhance interoperability, and deliver measurable business value. 

Facilitate Strategic Co-Creation 

• Lead collaborative workshops with internal stakeholders and, where appropriate, client representatives to map service blueprints, identify pain points, and co-create solutions. 

• Translate complex workflows into clear, actionable service designs that meet client needs and expectations. 

Collaborate Across Disciplines 

• Partner with Tech Architects to ensure service designs integrate seamlessly with platform architecture. 

• Work with Agent Designers to embed intelligent, autonomous capabilities into client workflows. 

• Collaborate with Data Architects to leverage data flows and insights that enhance the client experience. 

• Coordinate with Product Designers to align service touchpoints with product interfaces and usability standards. 

Drive Business Impact Through Design 

• Ensure service design decisions are aligned with client business objectives, improving retention, satisfaction, and account growth. 
• Provide expert guidance on service design best practices, with a focus on their application to high-value client relationships. 

What you’ll need:

• 8+ years of progressive experience in Service Design, with a proven track record of delivering impact in large-scale enterprise or global client engagements. 

• Deep expertise in  Systems Thinking, Service Offerings, and Service Ecosystem Design. 

• Demonstrated success designing client-facing experiences that drive measurable business outcomes. 

• Proficiency in service design tools and methodologies (journey mapping, service blueprinting, stakeholder mapping, value proposition design). 

• Strong ability to leverage user research to inform design decisions. 

• Exceptional facilitation, communication, and visual storytelling skills, capable of engaging both internal stakeholders and client teams. 

• Experience integrating multiple workstreams into a cohesive, client-centric service journey. 

Who you are:

You’re open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You’re optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You’re extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.