Lead Service Designer

Wipro; Greater London; On-site; GBP 75,000 - 110,000; Full time

Benefits offered by this job

London studio role

Multidisciplinary team across Europe

Meaningful responsibility and impact

Exposure to diverse sectors

Job summary

Designit in London seeks a Lead Service Designer to shape how services are designed and delivered for clients. A hands-on, senior role spanning the full service design lifecycle from discovery to implementation, collaborating with multidisciplinary teams and client stakeholders to drive measurable outcomes.

You will design for AI-enabled pathways across digital and physical channels, shaping strategy, ensuring quality, and contributing to relationship development while leading a team across

Qualifications

• 6+ years of experience in service design or related consultancy roles.
• Proven ability to translate insights into service concepts and strategy.
• Experience designing multi-channel services (digital, physical, human).

Responsibilities

• Lead Strategic Service Design Projects: Scope, plan, and lead complex service design initiatives from discovery to implementation.
• Translate user insights and opportunities into differentiating concepts, services and solutions.
• Apply systems thinking to design optimised service ecosystems balancing user, business and technology priorities.
• Ground recommendations in robust research and evidence, synthesising data to inform concepts and decisions.
• Facilitate and develop workshops, co‑creation sessions and presentations for stakeholder alignment.
• Inspire, mentor and support a multidisciplinary design team.
• Build trusted partnerships with client teams and contribute to business development.

Skills

Lead service design

Systems thinking

Stakeholder facilitation

Cross-functional collaboration

AI-enabled design workflows

Agile delivery

Education

Service Design / Interaction Design 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.

• Authorized to work in United Kingdom