OOH Experience & Service Design Lead

Royal Mail Group; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading postal service provider in Greater London is seeking an OOH Service Design Lead to drive customer-centered design initiatives. This role involves mapping customer journeys, creating service blueprints, and conducting research to enhance user experiences. Ideal candidates will have strong digital design experience, particularly in complex organizations. Additional perks include competitive salary, car allowance, healthcare, and generous leave. Join a company committed to transforming its service design practices and enhancing customer satisfaction.

Benefits

Competitive salary

Car allowance

Healthcare

Annual bonus potential

27.5 days annual leave plus bank holidays

Company pension scheme

Family friendly support

Discounts and offers

Company sick pay

24/7 well-being services

Qualifications

• Experience leading digital design and content teams in complex organisations.
• Expertise across UX, UI, service design, and digital content.
• Strong experience in digital user research and embedding insights into product development.
• Exceptional stakeholder leadership with the ability to influence senior leaders.
• A passion for customer-centered design at scale.

Responsibilities

• Mapping end to end OOH customer journeys.
• Creating service blueprints that show frontstage experiences.
• Conducting qualitative and quantitative research to uncover customer needs.
• Facilitating workshops across various teams.
• Designing screens, flows, and interactions across journeys.

Skills

Experience leading digital design and content teams

Expertise in UX, UI, and service design

Strong experience in digital user research

Exceptional stakeholder leadership

Passion for customer-centered design

Job description

A leading postal service provider in Greater London is seeking an OOH Service Design Lead to drive customer-centered design initiatives. This role involves mapping customer journeys, creating service blueprints, and conducting research to enhance user experiences. Ideal candidates will have strong digital design experience, particularly in complex organizations. Additional perks include competitive salary, car allowance, healthcare, and generous leave. Join a company committed to transforming its service design practices and enhancing customer satisfaction.