Lead Service Designer — Hybrid, AI-Driven Digital CX

Sky; Leeds; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading media and entertainment brand is seeking a Lead Service Designer in Leeds. You will own the design of world-class customer journeys and service models, leading strategic service design across Agile teams. The ideal candidate will have expert skills in journey mapping and service blueprinting, and experience in leading impactful design outcomes. This role offers a hybrid work model, combining office and remote work.

Benefits

Generous pension package

Private healthcare

Discounted mobile and broadband

Wide range of Sky VIP rewards

Qualifications

• Track record of leading service design and producing impactful outcomes.
• Mastery in accessibility and user research methods.
• Experience in devising customer journeys and service blueprints.

Responsibilities

• Lead a team to define and improve multi-channel customer journeys.
• Drive strategic service design that meets business and customer needs.
• Develop operational models that enable service design evolution.

Skills

Service design

Journey mapping

Stakeholder mapping

Workshop facilitation

Systems thinking

Accessibility expertise

Analytics tools usage

Storytelling

Tools

Usertesting

Adobe Analytics

Job description

A leading media and entertainment brand is seeking a Lead Service Designer in Leeds. You will own the design of world-class customer journeys and service models, leading strategic service design across Agile teams. The ideal candidate will have expert skills in journey mapping and service blueprinting, and experience in leading impactful design outcomes. This role offers a hybrid work model, combining office and remote work.