Senior Service Designer — Lead Experience & Change (Hybrid)

L&Q; Greater London; Hybrid; GBP 69,000 - 79,000; Full time

Benefits offered by this job

Excellent pension plan

Annual leave 28-31 days

Westfield Health Cash Plan

Life assurance

Volunteer days

Lifestyle benefits

Employee Assistance Programme

Job summary

L&Q is seeking a Senior Service Designer to shape the target operating model and end-to-end resident journeys within our multi-year transformation.

You will lead a team of six, work with architecture and programme teams, and ensure service design standards are applied across change work.

This role offers hybrid working across London and other locations, with a strong emphasis on user-centred design and regulatory compliance.

Qualifications

• Extensive leadership of end-to-end service design in complex organisations.
• Proven user-centred research and inclusive design practice.
• Experience designing services within operating model change.
• Experience leading design teams and building capability.
• Ability to influence senior leaders across disciplines.
• Experience in social housing or regulated sector preferred.

Responsibilities

• Lead the service design team and external partners.
• Own the experiential view of target journeys and service blueprints.
• Design and assure change from discovery through delivery.
• Grow user-centred and systems thinking capability across L&Q.
• Collaborate with Senior Business Architect, programme teams, tech and data experts.

Skills

Service design leadership

User-centred research

Operating model change

Cross-disciplinary collaboration

Stakeholder influencing

Regulated sector experience

Job description

L&Q is seeking a Senior Service Designer to shape the target operating model and end-to-end resident journeys within our multi-year transformation.

You will lead a team of six, work with architecture and programme teams, and ensure service design standards are applied across change work.

This role offers hybrid working across London and other locations, with a strong emphasis on user-centred design and regulatory compliance.