Lead Service Designer

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

Benefits offered by this job

Bonus 5-10%

Benefits

Job summary

83zero Ltd in Manchester is seeking an experienced Lead Service Designer to guide complex transformation programmes within the Digital Customer Experience practice. You will lead multidisciplinary teams, shape strategies, and deliver human-centred, scalable services across the UK.

The role blends strategic leadership with hands-on design, including refining blueprints and journeys, prototyping, and facilitating workshops.

Qualifications

• Led end-to-end service design programmes and pilots.
• Influenced senior stakeholders in complex environments.
• Led multidisciplinary teams and design workshops.

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 within the practice.
• Contribute to proposals and new business opportunities.
• Evolve design standards and AI-enabled services.

Skills

Service design leadership

Stakeholder influence

Facilitation

Team leadership

Agile/hybrid delivery

Tools

Service blueprinting

Journey mapping

Systems mapping

Proposition development

Job description

Lead Service Designer - Digital Customer Experience

Manchester | Hybrid - 3 days per week on-site

£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

• 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.