Senior UX Designer – Service Design – Welwyn Garden City, United Kingdom of Great Britain and Northern Ireland

Overview

In this Lead Service Designer role, you shape end-to-end services across store, online and fulfilment to improve customer outcomes while delivering operational and commercial value. You will lead the strategic direction within a centralised Service Design team and collaborate with multidisciplinary colleagues to drive customer-centred change. You thrive in ambiguity, using evidence, systems thinking and strategic insight to tackle complex challenges and elevate service design maturity. The position is based in London with 3 days per week in the office, offering opportunities to mentor teams and measure impact.

Pay / Benefits

• annual bonus up to 20%
• 25 days holiday + personal day + bank holidays
• private medical insurance
• 26 weeks maternity/adoption leave (+12 months service)
• 6 weeks fully paid paternity leave
• 24/7 virtual GP and EAP

Responsibilities

• Define and lead the strategic direction of service design across store, online and fulfilment experiences
• Connect initiatives across product, operations and commercial teams to deliver joined-up services
• Identify opportunities to enhance experiences across the retail ecosystem (customers, colleagues, head office, suppliers)
• Partner with senior stakeholders to embed service design into transformation programmes
• Lead complex cross-functional service design initiatives (omnichannel, store innovation, fulfilment optimisation)
• Facilitate workshops and decision-making sessions grounded in customer insight, feasibility and value
• Establish and maintain service design standards and mentor other designers
• Turn insights into actionable opportunities and guide teams through design, testing and implementation
• Advocate for service design at leadership level and drive capability maturity
• Measure impact of service design interventions and use evidence to improve services

Key requirements

• Significant experience in Service Design with a track record of delivering complex products and services at scale
• Excellent communication and storytelling to influence stakeholders at all levels
• Strong capability in service design, systems thinking, user-centred design and research-led problem solving
• Experience creating service blueprints, journey maps, ecosystem maps and other strategic artefacts
• Collaborative approach with ability to build relationships across business, product, technology and research teams
• Experience translating research insights into service improvements and strategic recommendations
• Strong facilitation skills and ability to lead teams through ambiguity and complexity
• Experience mentoring and coaching designers to develop capability
• Customer-focused mindset balancing user needs, operational requirements and business objectives
• Proactive, organized and creative with a passion for collaboration, innovation and continuous improvement

• communication
• storytelling
• collaboration
• service blueprints
• journey maps
• ecosystem maps

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