Lead Service Designer

Lead Service Designer – Digital Customer Experience

Location: Manchester | Hybrid – 3 days per week on-site

Salary: £90,000–£100,000 + 5–10% bonus + benefits | Permanent

🚀 Lead the design of services that shape the future.

We’re looking for an experienced Lead Service Designer to join a growing Digital Customer Experience practice and lead complex transformation programmes across the UK.

This is a high-impact role combining strategic leadership with hands-on design. You’ll lead multidisciplinary teams, influence senior stakeholders and turn complex challenges into human-centred, scalable and AI-ready services.

What you’ll do

• Lead complex service and product design programmes end-to-end

• Define service strategies, future-state experiences and architectures

• Lead research, prototyping, testing and delivery

• Facilitate design sprints, workshops and co-creation sessions

• Create service blueprints, journeys and propositions

• Influence senior stakeholders and guide complex decisions

• Mentor and develop designers, helping build a high-performing design practice

• Contribute to proposals, client shaping and new business opportunities

• Help evolve design standards, methodologies and approaches to AI-enabled services

What we’re looking for

You’ll be a confident, strategic design leader with:

• Proven experience leading end-to-end service design, through to pilot and live operation

• Strong experience influencing senior stakeholders in complex or regulated environments

• Expertise in service blueprinting, journey mapping, systems mapping and proposition development

• Experience leading and developing multidisciplinary teams

• Excellent facilitation and workshop skills

• The ability to bridge design and delivery in agile or hybrid environments

• Strong commercial awareness and the confidence to challenge constructively

Experience with GDS Service Standard, accessibility, regulated industries or AI-enabled services would be highly desirable.

🌟 Why this role?

You’ll have the opportunity to shape major digital and organisational transformations, work alongside talented design and technology specialists, and play a key role in developing a growing Experience Design practice.

If you’re ready to lead from the front, influence at senior level and create services that genuinely make a difference, we’d love to hear from you.

🔐 Eligibility for SC level security clearance is required, with additional eligibility checks where applicable.

Apply now.