Lead Service Designer

Designit; Greater London; On-site; GBP 80,000 - 120,000; Full time

Job summary

Designit in London seeks a Lead Service Designer to shape how services are designed and delivered for clients. This senior, hands-on role spans discovery to implementation, guiding cross-disciplinary teams and client stakeholders to measurable outcomes.

You will design for AI-enabled, multi-channel services, drive strategy, and ensure quality across deliverables while mentoring a diverse team and collaborating across Europe.

Qualifications

• Minimum 6 years of experience in service design, ideally in consultancy, agency, or complex product environments.
• Strong expertise in core service design methods: service blueprinting, journey mapping, ecosystem mapping, stakeholder mapping.
• Proven ability to synthesize research into clear, actionable insights and service concepts.
• Experience designing across multi-channel services spanning digital, physical, and human touchpoints.
• Comfort facilitating workshops and co-creation sessions with diverse groups from frontline teams to senior leadership.
• Ability to connect service design decisions to business strategy and measurable outcomes.
• Confident presenting to and influencing senior stakeholders; AI-enabled design workflows familiarity.
• Strong accessibility and inclusive design understanding as core service quality attributes.

Responsibilities

• Lead strategic service design projects: scope, plan, and lead complex initiatives with high-quality delivery.
• Translate insights into differentiating concepts, services, and solutions with real client impact.
• Apply systems thinking to design optimized service ecosystems balancing user, business, and tech priorities.
• Ground recommendations in robust research and evidence across field and desk work.
• Facilitate workshops and workshops/presentations to secure stakeholder buy-in.
• Inspire, mentor, and develop a multidisciplinary design team.
• Build trusted client partnerships and contribute to business development.
• Champion Designit's values: Inspiring, Curious, Daring, Thoughtful, Inclusive.

Skills

Leadership

Systems thinking

Service blueprinting

Journey mapping

Ecosystem mapping

Stakeholder facilitation

Client engagement

Agile delivery

AI-enabled design

Presentation to leadership

Education

Service Design / Interaction Design degree

Business / Strategy background

Human-Computer Interaction background

Tools

Figma

FigJam

Miro

Job description

About Designit & Wipro

Designit, Wipro's experience, innovation, and design business, works at the intersection of creativity, technology, and strategy to help ambitious organisations grow and transform.

We take a holistic view of how services work — connecting people, processes, and technology to create experiences that are not only meaningful for users, but operationally sound and commercially viable for the organisations behind them.

The Opportunity

We're looking for a Lead Service Designer to join our London studio and play a central role in shaping how services are designed and delivered for our clients.

This is a hands‑on, senior role that spans the full service design lifecycle — from understanding the problem space and mapping service ecosystems, through to designing future‑state experiences and supporting implementation. You'll work across multidisciplinary teams and directly with client stakeholders to drive real, measurable outcomes.

Services today are increasingly shaped by the interplay between human and automated touchpoints — including AI‑enabled pathways. At this level, you'll be expected to design for that complexity, bringing systems thinking and a user‑centred lens to services that span digital and physical channels.

At this level, you'll move beyond execution to:

• Shape service strategy and define opportunities for transformation
• Drive quality and consistency across service design deliverables
• Influence client thinking and contribute to relationship and opportunity development

Key Responsibilities

• Lead Strategic Service Design Projects: Scope, plan, and lead complex service design initiatives, providing strategic consultancy to clients and ensuring high‑quality delivery across all phases—from discovery to implementation.
• Drive Business Transformation: Translate user insights and identified opportunities into differentiating concepts, services, and solutions that create real impact for clients and customers.
• Systems Thinking & Ecosystem Mapping: Apply systems thinking to design optimised service ecosystems, balancing user, business, and technology priorities.
• Evidence‑Based Decision Making: Ground recommendations in robust research and evidence, synthesising field and desk research data to inform service concepts and business decisions.
• Stakeholder Engagement: Facilitate and develop workshops, co‑creation sessions, and presentations to ensure stakeholder buy‑in and alignment.
• Team Leadership & Development: Inspire, mentor, and support a multidisciplinary team of designers, fostering a culture of creativity, collaboration, and continuous learning.
• Client Relationship Management: Build trusted partnerships with client teams, working closely to push the boundaries of what’s possible while balancing feasibility and business objectives.
• Pitch & Business Development: Participate in pitch activities and contribute to business development efforts, locally and internationally.
• Champion Designit Values: Embody and promote Designit’s values—Inspiring, Curious, Daring, Thoughtful, Inclusive—in all aspects of your work and leadership.

Experience & skills

• Minimum 6 years of experience in service design, ideally within a consultancy, agency, or complex product environment
• Strong expertise in core service design methods — including service blueprinting, journey mapping, ecosystem mapping, and stakeholder mapping
• Proven ability to synthesise research and complex information into clear, actionable insights and service concepts
• Experience designing across multi‑channel services spanning digital, physical, and human touchpoints
• Comfortable facilitating workshops and co‑creation sessions with diverse groups — from frontline teams to senior leadership
• Ability to connect service design decisions to business strategy and measurable outcomes
• Confident presenting to and influencing senior stakeholders, making the case for design‑led approaches
• Strong understanding of accessibility and inclusive design as core service quality attributes, not afterthoughts
• Familiarity with modern design and collaboration tools (e.g., Figma, FigJam, Miro) and an openness to AI‑augmented design workflows
• Experience working in agile, cross‑functional delivery environments
• Excellent visual communication, storytelling, and facilitation skills

Educational background in one or more of the following is valued but not essential:

• Service Design, Interaction Design, or a related design discipline
• Business, Strategy, or Management
• Psychology, Sociology, Anthropology, or Human‑Computer Interaction

Ways of Working

• A systems thinker — able to see the big picture while managing the details that makes services work
• Collaborative and generous — working across disciplines and helping teams build shared understanding
• Comfortable with ambiguity — bringing structure and direction to complex, open‑ended challenges
• Proactive and accountable — taking ownership of quality and driving work forward with pace and purpose
• Curious about emerging practices — including designing for AI‑enabled services, evolving accessibility standards, and new ways of measuring service performance

What We Offer

• The opportunity to shape services for ambitious clients from our London studio
• A role within a collaborative, multidisciplinary team across Europe
• Meaningful responsibility and the chance to influence both client outcomes and Designit's service design practice
• Exposure to a range of sectors and project types
• A culture that values creativity, curiosity, and real‑world impact

Designit is committed to equal opportunity and fostering an inclusive environment. If you require reasonable accommodation during the application or interview process, please let us know.