Lead Service Designer

Utility Warehouse; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A utility services provider in Greater London seeks a Lead Service Designer to manage customer experiences across various channels. The role involves creating service blueprints and journey maps to enhance usability and lead complex multi-service initiatives. Candidates should have significant UX design experience, particularly in regulated sectors, and demonstrate a strong ability to mentor peers. This position offers flexible working arrangements and various benefits, including an industry-benchmarked salary and a matched-contribution pension scheme.

Benefits

Industry-benchmarked salary

Share Options

Flexible working

Work-from-anywhere policy

Discounts on services

Matched-contribution pension scheme

Discounted private health insurance

Career Development Framework

Qualifications

• Significant years of experience in UX design with a specialism in end-to-end Service planning.
• Deep expertise in service blueprinting and journey mapping.
• Experience working within the regulated consumer services sector.

Responsibilities

• Own the creation of Service Blueprints and Customer Journey Maps.
• Help shape the Service Strategy for the entire customer lifecycle.
• Design unified experiences across digital and non-digital channels.
• Embed with operational teams to navigate process constraints.
• Translate research and design strategies into actionable insights.

Skills

UX design

Service blueprinting

Journey mapping

Systems thinking

Mentoring

Customer experience

Cross-functional collaboration

Job description

Company Description

Hi! We’re UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.

Got your attention? Read on…

We put people first. It’s all about you..

Lead Service Designer – Role Overview

We are looking to hire our first Lead Service Designer, to drive strategic systems thinking, exceptional collaboration, and advanced design craft at Utility Warehouse. You will be responsible for defining the bar for seamless, end-to-end customer experiences, ensuring that work across our digital, human, and operational touchpoints aligns with a clear Service Vision and delivers measurable user and business outcomes.

While other Leads focus on specific product interfaces, your "domain" is the full customer lifecycle. You will lead complex, multi-service initiatives that span entire business units (digital platforms, contact centres, back-office operations, and digital/non-digital communications). You will be a respected guide to Heads of Product, Engineering Leads, and senior cross‑functional stakeholders, guiding them to make decisions that balance customer needs, operational feasibility, and commercial priorities across all five of our core services.

Core Skills & Experience

• Technical Mastery:
  • Significant years of experience in UX design with a specialism in end‑to‑end Service planning and delivery across multiple channels
  • Deep expertise in service blueprinting at scale, end‑to‑end journey mapping, and applied system thinking. You are respected as a knowledgeable leader whose work influences priorities far beyond digital screens and into the contact centre.
• Impact: The ability to shape business direction through deep operational and UX insight
• Planning & Delivery: You are used to being highly visible across UX, Product, Engineering, and Customer Operations.
• Operational Excellence:
  • You establish best practices for Service Design delivery, documentation and measurement in complex, multi-service organisations
  • You act as a trusted mentor, supporting designers and product managers across multiple teams. Specifically, you will mentor the Service Designer and other designers on advanced service blueprinting, systems mapping, and aligning design decisions with operational realities.
• Business & Domain Knowledge:
  • Experience of working within highly‑regulated consumer services sector (Energy, Telco, Financial Services)
  • The ability to partner with leadership to define success metrics for reducing customer friction and increasing self‑serve adoption.
• Leadership & Culture: Proven experience of proactively mentoring and coaching Designers and Product Managers in design thinking

Team & Culture

You’ll be joining a high energy, creative UX team with a clear passion to drive improvements to our Customer experience. Reporting to the Head of UX, you’ll act as a subject matter expert for the wider team. This role requires a lot of cross‑functional working with both Product and Engineering teams as well as large parts of our Customer operation.

What You’ll Do

• Lead Service Definition: Own the creation of Service Blueprints and Customer Journey Maps, ensuring accuracy across both front‑stage digital interactions and back‑stage operational processes.
• Strategic Customer Experience: Help to shape the Service Strategy for the entire customer lifecycle, ensuring it supports the goals of reducing customer friction and maximizing digital adoption. You will prioritize the roadmap by selecting work that impacts the most critical journey stages.
• Architect Cross‑Channel Flows: Design unified experiences across digital and non‑digital channels, defining the strategy for effective self‑serve and clear, supportive human escalation pathways.
• Ensure Operational Feasibility: Embed with operational teams to navigate process constraints and technical debt, ensuring service designs are not just desirable but scalable and grounded in reality.
• Drive Strategic Alignment: Partner with Product Owners, Engineers, and Operations Managers to align roadmaps and decision‑making with the holistic service vision.
• Influence Leadership: Translate research and design strategies into actionable insights, effectively guiding decision‑making with senior stakeholders including Operations and Commercial leads.
• Elevate Practice Standards: Lead the maturity of the Service Design practice by establishing standards for mapping and metrics, while coaching peers in Systems Thinking.
• Civate Design Maturity: Mentor and coach peers (including UX Designers and Product Owners) to adopt a Systems Thinking approach, broadening their scope to consider the wider operational and business context.

Why UW?

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:

Benefits

• An industry‑benchmarked salary. We’ll share it during your first conversation.
• Share Options and Save as You Earn scheme.
• Flexible working — remote‑first with access to hot desks across the UK and a central London hub.
• Work‑from‑anywhere policy for up to 2 weeks per year.
• Discounts on our services and a free Cashback Card.
• Matched‑contribution pension scheme and life assurance up to 4x salary.
• Family‑friendly policies designed to help you and your family thrive.
• Discounted private health insurance, Employee Assistance line and free Virtual GP.
• Belonging groups helping shape an inclusive future.
• A commitment to learning and progression through our Career Development Framework with regular review and promotion cycles.

How to Apply

Apply here!

You’ve got this far… Hit apply - we can’t wait to hear from you! Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!

Claire Fennell will be your point of contact throughout the recruitment process.

Additional Information

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

Equal Opportunities

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.