Senior Service Designer

Tesco; Welwyn Garden City; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Tesco is seeking a Senior Service Designer to shape end-to-end services across store, online, and fulfilment journeys. You will define strategy, connect initiatives across teams, and ensure services meet customer and business needs with a focus on operational value.

You will collaborate with senior stakeholders, mentor designers, and champion evidence-based design to drive scalable improvements across a large UK retail platform. This role is hybrid with three days in the London office.

Qualifications

• Significant experience in Service Design leading complex, multi-channel initiatives.
• Proven ability to influence senior stakeholders and champion customer-centred design.
• Strong capability in systems thinking, research-led problem solving, and strategic design artefacts.

Responsibilities

• Define and lead the strategic direction of service design across store, online, and fulfilment experiences.
• Connect initiatives across product, operations, and commercial teams to deliver joined-up services.
• Identify opportunities to improve experiences across the wider retail ecosystem including customers, colleagues, and suppliers.
• Partner with senior stakeholders across digital, operations, and supply chain to embed service design in transformations.
• Lead complex, cross-functional service design initiatives including omnichannel experiences and fulfilment optimisation.
• Facilitate workshops and decision-making sessions grounded in customer insight and commercial value.
• Establish and maintain service design standards; mentor and support other designers.

Skills

Service design

Systems thinking

User-centred design

Research-led problem solving

Facilitation

Stakeholder engagement

Mentoring

Workshop facilitation

Tools

Service blueprints

Journey maps

Ecosystem maps

Job description

As a Senior Service Designer, you will play a pivotal role in shaping services and experiences used by millions of customers, colleagues, and suppliers across one of the UK's largest retail environments. Working across store, online, and fulfilment journeys, you will lead the design of end-to-end services that improve customer outcomes while delivering operational and commercial value. You will thrive in ambiguity, using evidence, systems thinking, and strategic insight to solve complex challenges and drive meaningful change.

Working within a centralised Service Design team, you will support high-priority transformation initiatives and help evolve service design practices across the organisation. You will collaborate with multidisciplinary teams, influence senior stakeholders, and champion customer-centred design to ensure services are seamless, scalable, and impactful.

This role is based from our London Farringdon office with 3 days/week attendance.

• Defining and leading the strategic direction of service design across store, online, and fulfilment experiences.
• Connecting initiatives across product, operations, and commercial teams to deliver joined-up services that meet customer and business needs.
• Identifying opportunities to improve experiences across the wider retail ecosystem, including customers, colleagues, head office teams, and suppliers.
• Partnering with senior stakeholders across digital, operations, and supply chain functions to embed service design into transformation programmes.
• Leading complex, cross-functional service design initiatives, including omnichannel experiences, store innovation, and fulfilment optimisation.
• Facilitating workshops and strategic decision-making sessions grounded in customer insight, operational feasibility, and commercial value.
• Establishing and maintaining service design standards, while mentoring and supporting other designers.
• Turning customer and colleague insights into actionable opportunities, guiding teams through design, testing, and implementation.
• Advocating for service design at leadership level and driving the maturity of design capabilities across the business.
• Measuring the impact of service design interventions and using evidence to continuously improve services.
  

• Significant experience in Service Design, with a proven track record of delivering complex products and services at scale.
• Expert communication and storytelling skills, with the ability to influence and engage stakeholders at all levels.
• Strong capability in service design, systems thinking, user-centred design, and research-led problem solving.
• Experience creating service blueprints, journey maps, ecosystem maps, and other strategic design artefacts.
• A collaborative approach with the ability to build relationships across business, product, technology, and research teams.
• Experience translating research insights into service improvements, product opportunities, and strategic recommendations.
• Strong facilitation skills and the ability to lead teams through ambiguity and complexity.
• Experience mentoring and coaching designers, helping to develop capability within teams.
• A customer-focused mindset with the ability to balance user needs, operational requirements, and business objectives.
• A proactive, organised, and creative approach, with a passion for collaboration, innovation, and continuous improvement.
  

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.