Lead Service Designer

Lead Service Designer - Digital Customer Experience

Manchester Hybrid - 3 days per week on-site
£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.