Senior Service Designer, Digital CX & Strategy (Hybrid)

Sky; Gloucester; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading media and entertainment company in the UK is seeking a Lead Service Designer to enhance customer journeys and drive service design strategy. This role involves leading a team to create impactful service models that meet customer needs across various channels. The ideal candidate will have extensive experience in service design, with a strong focus on user research and analytics. This position supports hybrid working, offering flexibility to balance office and remote work environments.

Benefits

Sky Q

Sky Glass at exclusive rate

Generous pension package

Private healthcare

Discounted mobile and broadband

Wide range of Sky VIP rewards

Qualifications

• Track record of leading service design in large-scale digital environments.
• Expert-level skills in journey mapping and service blueprinting.
• Mastery in user research methods and analytics tools.
• Strong storytelling and stakeholder influence skills.

Responsibilities

• Lead a team of service designers to improve multichannel customer journeys.
• Drive strategic service design aligned with business goals.
• Partner with cross-functional leaders to deliver scalable solutions.
• Define and evolve service blueprints and journey maps.

Skills

Journey mapping

Service blueprinting

Stakeholder mapping

Workshop facilitation

Systems thinking

Accessibility

User research methods

Analytics tools

Storytelling

Stakeholder influence

Tools

Usertesting

Adobe Analytics

Job description

A leading media and entertainment company in the UK is seeking a Lead Service Designer to enhance customer journeys and drive service design strategy. This role involves leading a team to create impactful service models that meet customer needs across various channels. The ideal candidate will have extensive experience in service design, with a strong focus on user research and analytics. This position supports hybrid working, offering flexibility to balance office and remote work environments.