Senior Service Designer

Tesco; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Join Tesco as a Senior Service Designer and play a critical role in developing services for millions. Work in a hybrid environment that fosters personal growth and teamwork, driving strategic initiatives while balancing creativity and practicality. Collaborate with diverse teams to make impactful decisions and improve customer experiences.

Benefits

Competitive benefits package

Hybrid working model

Opportunities for personal and career growth

Qualifications

• 5-10 years' experience in service design, having contributed to multiple products/services.
• Ability to run workshops for mapping services and systems.
• Proficient in presenting work through impactful communication.

Responsibilities

• Develop services and processes for various user groups.
• Facilitate strategic decision-making based on evidence.
• Set design direction and promote design standards across teams.

Skills

System thinking

Visualisation of complexity

Facilitation of collaboration

Strategic thinking

Communication

Negotiation

Job description

Join to apply for the Senior Service Designer role at Tesco.

As a Service Designer at the UK’s largest supermarket,
you’ll develop services and processes serving millions of people across
different user groups (customers, users, colleagues, suppliers).

We seek someone who thrives in ambiguity—a system thinker
who can confidently aggregate evidence, visualise complexity, and facilitate
multidisciplinary collaboration based on measurable outcomes. Someone who can
think and act strategically, not only in terms of speed and efficiency but also
scale and impact!

Our team is a small, centralised unit working across five
vertical UX and research teams. When not directly involved in projects, we
support these teams operating like a mini-internal agency, up-skilling,
consulting, providing strategic support or simply helping to understand what to
do next.

Regardless of the scope and size of the projects, our core
purpose is to serve our customers, communities, and planet a little better
every day!

Here’s a taste of what you can expect.

You’ll join a business that values your expertise,
experience and insight. That nurtures your personal and career growth, with
opportunities for every stage of your journey. You’ll be a crucial part of a
dedicated team of individuals from a diverse group of backgrounds who share
your determination and motivation. You'll enjoy a hybrid role that builds the
perfect work/life balance, allowing you to be yourself both professionally and
personally. And a benefits package that’s more than competitive.

About the role

As a Service Designer at the UK’s largest supermarket,
you’ll develop services and processes serving millions of people across
different user groups (customers, users, colleagues, suppliers).

We seek someone who thrives in ambiguity—a system thinker
who can confidently aggregate evidence, visualise complexity, and facilitate
multidisciplinary collaboration based on measurable outcomes. Someone who can
think and act strategically, not only in terms of speed and efficiency but also
scale and impact!

Our team is a small, centralised unit working across five
vertical UX and research teams. When not directly involved in projects, we
support these teams operating like a mini-internal agency, up-skilling,
consulting, providing strategic support or simply helping to understand what to
do next.

Regardless of the scope and size of the projects, our core
purpose is to serve our customers, communities, and planet a little better
every day!

Here’s a taste of what you can expect.

You’ll join a business that values your expertise,
experience and insight. That nurtures your personal and career growth, with
opportunities for every stage of your journey. You’ll be a crucial part of a
dedicated team of individuals from a diverse group of backgrounds who share
your determination and motivation. You'll enjoy a hybrid role that builds the
perfect work/life balance, allowing you to be yourself both professionally and
personally. And a benefits package that’s more than competitive.

You will be responsible for

• Your
  remit will primarily focus on initiatives impacting different product
  areas.
• It
  might seem obvious, but in our world, this means connecting the dots
  between many teams working simultaneously on the same business objective.
• You
  will work primarily with designers, researchers and product managers from
  customer and online teams as well as from store and fulfilment operations,
  to surface opportunities for efficient and high-quality service
  improvements for store customers, online users, head office colleagues,
  store colleagues, and suppliers.
• You
  will facilitate conversations that lead to critical strategic decisions.
  Your role will be to ensure that these decisions are based on proven
  evidence and understand how they impact other teams and the overall
  customer experience.
• You
  will help set design direction and embed design standards within teams.
• You
  will promote the design approach throughout the business and play a role
  in improving its strategic influence.

You will need

• Roughly
  5-10 years' experience; contributed to ship multiple products and
  services.
• Design
  and run workshops to map current and future state services and systems.
• Master
  mapping techniques to synthesise complexity without losing crucial
  details.
• Help
  teams lead and visualise outcomes and prioritise work based on agreed-upon
  minimum viable product.
• Research
  with a variety of user groups and collaborators
• Be
  capable of listening, learning, and understanding the needs of technical
  and business collaborators.
• Foster
  agreement among collaborators focusing on business and customer outcomes.
• Expertly
  present your work through impactful verbal, written and visual
  communication.
• Look
  beyond individual touch-points and focus on the entire user experience.
• Align
  it with organisational goals and communicate how your activities
  contribute to meeting them.
• Be
  able to balance creativity and practicality. Explore innovative solutions
  while ensuring feasibility and sustainability.
• Be
  at ease in a sophisticated and multifaceted organisational environment.
• Be
  able to have difficult conversations with people at different levels of
  seniority.
• Take
  ownership for decisions characterised by medium levels of risk and
  complexity and make recommendations as risk and complexity increase.
• Beyond
  mentoring - coaching and growing talent in their team.
• Crafting
  work processes of the team within their own domain - through strategy,
  empathy and compassion.
• Actively
  contribute to the team's knowledge and growth.
• Work
  collaboratively in a group, actively networking with others.

Whats in it for you? We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click here to find out more!

About Us

You might know us as a supermarket, technology company or even for our award-winning mobile network. Truth is, we’re all of those things, and much more. Our colleagues work with one goal in mind, helping to make every day a little better for our customers, colleagues and communities all over the world. No two customers are the same, neither are our colleagues.

At Tesco, we champion a balance that lets you thrive both in and out of work. Spend 60% of your week collaborating with colleagues at our office locations or local sites and the rest remotely. Whether you're just kicking off your career, juggling passions, or navigating big life events, we're here to support you. We always welcome a conversation about flexible working, so talk to us throughout your application about how we can support.

We're proud to be an accredited Disability Confident Leader, where everyone’s welcome. That’s why we commit to providing a fully inclusive and accessible recruitment process. If you need support with your application, click here for more information. And if you're interested in joining our team but don't tick every box, don't let that hold you back from applying.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Design, Art/Creative, and Information Technology

• Industries

  Retail

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