Lead Service & UX Designer

Overview

As a Lead Service Designer with UX expertise, you will elevate our Customer Experience and Service Design capabilities, helping position us as a top provider. You’ll lead and coach cross-functional teams, shaping proposals and engagements while delivering innovative experiences for employees and customers. You’ll work hands-on from research to prototyping, and guide teams through complex business challenges. This role offers impact in AI-enabled transformation and a chance to advance a strategic design practice at scale.

Pay / Benefits

• flexible work options
• continuous learning and development
• tailored benefits
• wellbeing support

Responsibilities

• Lead projects with senior stakeholders and multidisciplinary teams; shape project plans and client workshops
• Conduct and synthesize research to define consumer-facing experiences and drive delivery-ready requirements
• Map service blueprints and define KPIs for business, operations, and user experience metrics
• Guide junior team members and provide feedback to ensure high-quality design outcomes
• Evolve the Service Design practice by introducing new methods and ways of working
• Advocate for user-centered design with stakeholders and contribute to internal community events and knowledge sharing
• Collaborate with AI/product/data/engineering teams to design AI-enabled, human-centered services

Key requirements

• Minimum 8+ years of experience in service design with UX skills
• Experience leading projects with multiple designers
• Proven ability to coach and grow junior team members

• excellent written and verbal communication
• strong client-facing presence
• facilitation and stakeholder management
• service design
• UX
• research synthesis

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