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.
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