Lead Service Designer

83zero; Bolton; Hybrid; GBP 90,000 - 100,000; Full time

Benefits offered by this job

Bonus 5-10%

Benefits

Job summary

83zero in Manchester is seeking an experienced Lead Service Designer to shape the future of digital customer experiences. You will lead complex transformation programmes, blending strategic leadership with hands-on design.

This role involves guiding multidisciplinary teams, influencing senior stakeholders, and delivering human-centred, scalable, AI-ready services across the UK. If you’re ready to lead from the front, drive design standards, and help grow our Experience Design practice, we want

Qualifications

• Proven experience leading end-to-end service design, from concept through live operation.
• Strong ability to influence senior stakeholders in complex or regulated environments.
• Expertise in service blueprinting, journey mapping, and proposition development.

Responsibilities

• 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, building a high-performing practice
• Contribute to proposals, client shaping and new business opportunities
• Help evolve design standards and approaches to AI-enabled services

Skills

End-to-end service design

Stakeholder management

Service blueprinting

Journey mapping

Systems mapping

Team leadership

Facilitation and workshops

Agile / hybrid delivery

Job description

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.