Lead Service Designer

Overview

As Service Design Lead, you will shape scalable, meaningful retail experiences that deliver real business value with the shopper at the center. You’ll work with Product leadership to define strategy, identify critical problems, and prioritise evidence-based opportunities. You’ll lead end-to-end service design across cross-functional programs, connecting physical and digital touchpoints and clarifying actors, systems and processes. This role requires evolving methods to scale with LEGO’s brand and complex ecosystems, while driving impact through clarity and collaboration. You will help the team mature its practice and influence across the organisation.

Pay / Benefits

• Family Care Leave
• life and disability insurance
• wellbeing resources
• colleague discount
• bonus scheme
• hybrid work policy

Responsibilities

• Lead end-to-end service design across cross-functional programmes
• Map, visualise and reimagine omnichannel journeys across physical and digital environments
• Create service blueprints detailing actors, systems, touchpoints and processes
• Partner with product leadership to shape strategy and prioritise initiatives
• Connect shopper needs to business objectives and strategic priorities
• Evolve service design methods to suit scale and complexity
• Facilitate inclusive workshops to align diverse stakeholders
• Prototype and test solutions through lean experimentation to accelerate learning
• Communicate complex ecosystems through compelling narratives to secure buy-in

Key requirements

• 10+ years of professional experience in in-house design or top-tier design consulting
• Deep expertise across the full-service design process and integration with product, commercial and business strategy
• Hands-on user research experience with strategic methodologies
• Proven ability to map and blueprint complex omnichannel journeys
• Strong relationship-building with senior stakeholders and ability to navigate ambiguity
• Commercial mindset and experience aligning customer needs with business objectives
• Experience designing and facilitating inclusive, collaborative workshops
• Strong prototyping and lean experimentation capabilities
• Exceptional visual storytelling and communication skills in English

• relationship-building
• stakeholder alignment
• ambiguity navigation
• service design
• service blueprints
• omnichannel journey mapping

…