Senior Service Designer – AI-Enabled Digital Experience

83zero; Manchester; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

83zero in Manchester is seeking a Lead Service Designer to join its Digital Customer Experience practice and lead complex transformation programmes across the UK. You will combine strategic leadership with hands-on design to shape AI-enabled, human-centered services.

You’ll mentor multidisciplinary teams, drive research, prototyping, and delivery, and influence senior stakeholders while developing service standards and scalable experiences across regulated environments.

Qualifications

• Proven experience leading end-to-end service design through pilot and live operation
• Strong experience influencing senior stakeholders in complex or regulated environments
• Expertise in service blueprinting, journey mapping, systems mapping and proposition development
• Experience leading and developing multidisciplinary teams
• Excellent facilitation and workshop skills
• Bridge design and delivery in agile or hybrid environments
• Strong commercial awareness and the confidence to challenge constructively
• Experience with GDS Service Standard, accessibility, regulated industries or AI-enabled services would be highly desirable

Responsibilities

• Lead complex service and product design programmes end-to-end
• Define service strategies, future-state experiences and architectures
• Lead research, prototyping, testing and delivery
• Facilitate design sprints, workshops and co-creation sessions
• Create service blueprints, journeys and propositions
• Influence senior stakeholders and guide complex decisions
• Mentor and develop designers, helping build a high-performing design practice
• Contribute to proposals, client shaping and new business opportunities
• Help evolve design standards, methodologies and approaches to AI-enabled services

Skills

End-to-end service design

Stakeholder management

Facilitation

Team leadership

Service blueprinting

Journey mapping

Proposition development

Agile / hybrid delivery

Tools

GDS Service Standard

Accessibility standards

Job description

83zero in Manchester is seeking a Lead Service Designer to join its Digital Customer Experience practice and lead complex transformation programmes across the UK. You will combine strategic leadership with hands-on design to shape AI-enabled, human-centered services.

You’ll mentor multidisciplinary teams, drive research, prototyping, and delivery, and influence senior stakeholders while developing service standards and scalable experiences across regulated environments.