Senior Service Design Lead for Transformation & GenAI

Echo Talent; Slough; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Echo Talent is seeking a Senior Service Design Manager to lead complex transformation projects within a global professional services organisation. You will drive discovery, research and service design across digital, data, AI and business transformation efforts, shaping strategy and investments with senior stakeholders.

You will combine hands-on service design, user research, prototyping and strategic thinking to turn insights into practical services.

Qualifications

• Extensive experience in service design with a proven track record of end-to-end service improvements.
• Ability to navigate environments with multiple stakeholders and priorities.
• Experience in digital transformation, technology-enabled services and GenAI initiatives.
• Experience assessing technology or digital tools and making evidence-based recommendations.
• Confidence facilitating workshops and co-design sessions with senior stakeholders, users and clients; strong prototyping.
• Experience working with product, technology, development, data and change teams.
• Gravitas and communication skills to present recommendations influencing strategy, investment and direction.
• Stakeholder management and emotional intelligence to build trust quickly.
• Genuine interest in emerging technology, AI and how these can improve services.

Responsibilities

• Lead discovery, research and service design across major strategic initiatives spanning digital, data, technology, AI and business transformation.
• Design, implement and recommend technology-enabled tools and services that solve user and business problems.
• Review existing end-to-end services and identify pain points and opportunities.
• Translate complex business challenges into clear service concepts and practical solutions.
• Bring the user perspective into strategy, roadmaps, investments and technology choices.
• Champion service design as a craft and mindset across the organisation.

Skills

Service design

Stakeholder management

Digital transformation

GenAI initiatives

Prototyping

Team leadership

Communication

User research

Job description

Echo Talent is seeking a Senior Service Design Manager to lead complex transformation projects within a global professional services organisation. You will drive discovery, research and service design across digital, data, AI and business transformation efforts, shaping strategy and investments with senior stakeholders.

You will combine hands-on service design, user research, prototyping and strategic thinking to turn insights into practical services.