Lead Service Designer for Digital Transformation

83zero Ltd; Greater London; Hybrid; GBP 70,000 - 85,000; Full time

Job summary

83zero Ltd in London is seeking a Lead Service Designer to shape the Digital Customer Experience. The role combines strategic leadership with hands-on service design across high-profile transformation programmes.

You will lead end-to-end service design, drive user research and prototyping, mentor designers and work with senior stakeholders in a hybrid agile environment.

Experience with GDS standards, accessibility and AI-enabled services would be advantageous for this senior leadership role.

Qualifications

• Proven experience leading end-to-end service design programmes.
• Strong stakeholder management skills, including influencing senior decision-makers.
• Expertise in service blueprinting, journey mapping, systems mapping and proposition development.
• Experience leading, coaching and developing multidisciplinary teams.
• Excellent facilitation, communication and workshop skills.
• Ability to connect strategic design with practical delivery in agile or hybrid environments.
• Experience with GDS Service Standards, accessibility, regulated industries or AI-enabled services would be a real advantage

Responsibilities

• Lead end-to-end service design programmes, from initial discovery through to delivery and live operation.
• Define service strategies, future-state experiences and service architectures.
• Drive user research, prototyping, testing and design delivery.
• Lead design sprints, workshops and co-creation sessions.
• Develop service blueprints, customer journeys and new propositions.
• Influence senior stakeholders and shape key strategic decisions.
• Mentor and develop designers, helping build a high-performing design practice.
• Support client proposals, new business opportunities and project development.
• Drive innovation across design methodologies, standards and AI-enabled services.

Skills

End-to-end service design

Stakeholder management

Service blueprinting

Journey mapping

Proposition development

Team leadership

Facilitation

Agile / hybrid delivery

Commercial awareness

AI-enabled services

Job description

83zero Ltd in London is seeking a Lead Service Designer to shape the Digital Customer Experience. The role combines strategic leadership with hands-on service design across high-profile transformation programmes.

You will lead end-to-end service design, drive user research and prototyping, mentor designers and work with senior stakeholders in a hybrid agile environment.

Experience with GDS standards, accessibility and AI-enabled services would be advantageous for this senior leadership role.