Senior Service Designer, Digital CX & Strategy (Hybrid)

Sky; Devon and Torbay; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading media and entertainment company is looking for a Lead Service Designer to own the design of customer journeys within Agile teams. You will define service models and improve customer experiences. The ideal candidate will bring advanced skills in journey mapping, service design, and user research. The position offers hybrid working across London and Leeds, with benefits including private healthcare and flexible work arrangements.

Benefits

Private healthcare

Discounted mobile and broadband

Generous pension package

Qualifications

• Track record of leading service design and delivering impactful service design outcomes.
• Expert-level skills in journey mapping and service blueprinting.
• Advanced use of empathy maps and insight repositories.

Responsibilities

• Lead service design across Agile teams to improve multi-channel customer journeys.
• Define service blueprints and journey maps for the customer lifecycle.
• Partner with cross-functional leaders to deliver scalable service solutions.

Skills

Journey mapping

Service blueprinting

Stakeholder mapping

Workshop facilitation

Systems thinking

User research methods

Analytics tools usage

Storytelling

Stakeholder influence

Resilience

Tools

Usertesting

Adobe Analytics

Job description

A leading media and entertainment company is looking for a Lead Service Designer to own the design of customer journeys within Agile teams. You will define service models and improve customer experiences. The ideal candidate will bring advanced skills in journey mapping, service design, and user research. The position offers hybrid working across London and Leeds, with benefits including private healthcare and flexible work arrangements.