Senior Service Designer

BBC; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading media organisation in the United Kingdom seeks a Senior Service Designer to lead service design strategy across complex challenges. The role emphasizes collaboration with diverse teams to improve services used by millions. Successful candidates will have significant experience in designing services and influencing both user experiences and backend processes. This position allows for shaping end-to-end solutions and raising the maturity of service design practice, while working in a dynamic, inclusive environment.

Qualifications

• Significant experience designing and delivering complex services across platforms.
• Experience in influencing front-stage and back-stage processes.
• Ability to manage complex stakeholder environments with competing priorities.
• Skill in navigating ambiguity in complex environments.
• Proven ability to lead multidisciplinary teams toward shared outcomes.

Responsibilities

• Lead service design direction within complex problem spaces.
• Navigate complexity across interconnected teams and systems.
• Own and take accountability for service-level outcomes.
• Design for improvement by mapping and modeling services.
• Influence senior stakeholders with evidence-based recommendations.
• Champion excellence in service design through coaching and critique.

Skills

Service mapping

Systems thinking

Prototyping

Testing

Excellent communication

Strategic thinking

Problem-framing

Job description

Overview

PURPOSE OF THE ROLE:

We’re looking for a Senior Service Designer to lead service design strategy and direction across complex problem spaces within BBC Product Group teams. Service Designers at the BBC are uniquely positioned to tackle challenges at scale, identify opportunities that cut across products and platforms, and bridge the needs of audiences, teams and the wider organisation.

This is a senior role in scope, influence and accountability. You’ll be expected to take a holistic view of end-to-end services, connecting front-stage user experiences with back-stage processes, systems and operational realities. You’ll frame complex problems, influence decisions beyond your immediate team, and help shape direction at a service and organisational level.

Alongside leading service design within your own work, your impact will extend through strategic thinking, leadership, and raising the quality and maturity of service design practice around you.

WHY JOIN THE TEAM:

This role offers the opportunity to shape and improve services used by millions, working at a scale and complexity few organisations can offer. You’ll partner with senior colleagues across product, engineering, operations and the wider organisation to ensure we’re addressing the right problems and improving services end to end - not just individual touchpoints.

You’ll work on challenges that cut across teams, platforms and organisational boundaries, where meaningful change requires service-level thinking, systems awareness and strong judgement. Collaboration is central to the role, whether that’s with delivery teams, operational partners, or specialists across design, data and technology.

This role is suitable for service designers who lead through judgement, influence and care for outcomes, and who are motivated by improving how services work for audiences and the people who deliver them. You’ll have the opportunity to raise the maturity of service design practice, and help deliver inclusive, world-class services for all.

Your key responsibilities and impact

• Lead service design direction within complex problem spaces, shaping end-to-end services and aligning initiatives to strategic objectives and audience value.
• Navigate complexity with confidence, working across interconnected teams, systems and organisational boundaries to deliver meaningful service outcomes.
• Own the impact, taking accountability for service-level outcomes, not just design outputs. Ensuring services genuinely meet audience needs.
• Design for improvement by mapping and modelling services, identifying pain points across front- and back-stage, and creating opportunities to improve service effectiveness and inclusion.
• Influence with insight, shaping priorities and decisions by presenting clear, evidence-based service recommendations to senior stakeholders.
• Simplify the complex, turning large volumes of conflicting information into clear, actionable service narratives that support shared understanding and decision-making.
• Champion excellence in service design through coaching, critique and the consistent application of inclusive design principles, strengthening practice across teams.

Your skills and experience

ESSENTIAL CRITERIA:

• Demonstrate significant experience designing and delivering complex services across multiple platforms and channels, digital and non-digital touchpoints.
• Demonstrable experience designing and influencing both front-stage user experiences and back-stage processes, systems or operational models to improve service outcomes.
• Evidence of leadership through influence rather than hierarchy, including shaping problem definitions, aligning multiple teams, and influencing service or operational decisions.
• Proven ability to manage complex stakeholder environments with competing priorities, and to influence senior decision-makers through clear, evidence-based service narratives.
• Confidence navigating ambiguity arising from complex organisational, technical, or policy constraints, and leading multidisciplinary teams toward shared service outcomes.
• Skilled in service mapping, service blueprinting, systems thinking, prototyping and testing, and using these artefacts to inform organisation decision-making.
• Examples of achieving a high bar through delivery, demonstrating excellent communication, strategic thinking and problem-framing skills.
• If you can bring some of these skills and experience, along with transferable strengths, we’d love to hear from you and encourage you to apply.

Other information

Before your start date, you may need to disclose any unspent convictions or police charges, in line with our Contracts of Employment policy. This allows us to discuss any support you may need and assess any risks. Failure to disclose may result in the withdrawal of your offer.