Lead Service Designer

NTT America, Inc.; City Of London; On-site; GBP 60,000 - 85,000; Full time

Job summary

A leading technology firm in the UK seeks a Lead Service Designer to lead design projects, mentor designers, and contribute to business development. The ideal candidate should have over 8 years of experience in service design and excellent communication skills. Flexible work options and a commitment to diversity are part of the team's offerings.

Benefits

Tailored benefits for wellbeing

Learning and Development opportunities

Flexible work options

Qualifications

• 8+ years’ experience leading service or strategic design projects.
• Experience mentoring designers and guiding teams.
• Consultative mindset comfortable in ambiguous environments.

Responsibilities

• Lead end‑to‑end design projects across sectors.
• Shape strategy and apply design to complex challenges.
• Support growth in business development.

Skills

Service design methods

User research

Systems thinking

Workshop facilitation

Communication skills

Data-informed design

Education

Degree in Service Design, UX, HCI, or Psychology

Job description

The team you'll be working with:

As a Lead Service Designer, you’ll bring 8+ years of experience designing human‑centred services that balance business value, technical feasibility, and user desirability. You’ll work in agile, cross‑functional teams across public and private sectors – helping clients make confident, design‑led decisions through a consultative, evidence‑based approach.

Applicants must be SC clearable and able to share a strong design portfolio.

What you'll be doing:

• Lead end‑to‑end design projects – Oversee multidisciplinary work across public and private sectors, collaborating with design professionals through all phases, from research and ideation to delivery and continuous improvement.
• Shape strategy through design – Apply a systemic, design‑led lens to complex challenges, turning insights and requirements into clear visual maps that break silos, reveal opportunities, and guide impactful action across ecosystems.
• Support growth and business development – Contribute to pitches and proposals, proactively identifying new opportunities and helping position design as a strategic lever for clients.
• Champion and grow service design at NTT DATA UK – Advocate for the role of service and strategic design with clients and colleagues, build confidence in its value, and help grow our practice as part of Tangity’s global design community.
• Design for the age of AI – Work with business consulting and technology experts to explore how design can shape a responsible, human‑centred adoption of AI and agentic systems.
• Measure and communicate impact – Combine qualitative insight and quantitative data to show the impact of design, inform decisions, and drive ongoing improvement.

What experience you'll bring:

• 8+ years’ experience leading end‑to‑end service or strategic design projects across complex organisations.
• Depth in service design methods, including user research, systems thinking, and workshop facilitation.
• A track record of engaging and aligning senior leaders and multidisciplinary teams around shared outcomes, with examples of guiding decision‑making through clear evidence and structured collaboration.
• Confidence using data and evidence to inform design decisions, define success metrics, and demonstrate business value.
• Confidence applying data‑informed design, translating qualitative and quantitative insights into clear, actionable decisions, and defining measurable success criteria that demonstrate tangible business impact.
• Clear and compelling communication and storytelling skills.
• Experience mentoring and supporting designers, helping them grow their craft and confidence.
• Consultative and proactive mindset, comfortable navigating ambiguity in fast‑changing environments, ideally within consultancy or large‑scale transformation settings.
• Active or eligible SC clearance (British citizen or equivalent, with at least 5 years of UK residency).

Nice to Have:

• Degree in Service Design, UX, HCI, Psychology, or a related discipline
• Business development and sales experience.
• Knowledge of change management or behavioural design.
• Familiarity with business modelling and business case development.
• Interest in exploring and experimenting with AI and automation.
• Experience working with or alongside the UK public sector or to GDS (Government Digital Service) standards.
• Entrepreneurial experience, whether from founding or working in a startup, or leading your own side project or initiative

Who we are:

About NTT DATA and Tangity

NTT DATA is a trusted global innovator with over 100,000 professionals in 50+ countries. Headquartered in Tokyo, we bring elements of our Japanese heritage—precision, long‑term thinking, and social responsibility—into our UK work. In the UK, we work across telecoms, financial services, manufacturing, and the public sector, delivering end‑to‑end services from strategy to implementation.

Tangity - Part of the NTT DATA is a global design studio dedicated to humanising complexity. We combine Strategy, Technology, and Design to create meaningful, inclusive, and impactful services that improve lives and systems. Our studios work closely with delivery teams to embed design deeply into every project and across every touchpoint.

What we’ll offer you:

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

You can find more information about NTT DATA UK & Ireland here: https://uk.nttdata.com/

We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a proud Disability Confident Committed Employer - we are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long‑term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.