Senior Service Designer: Transform Housing (Hybrid)

Hard Problems; Greater London; Hybrid; GBP 69,000 - 79,000; Full time

Benefits offered by this job

Pension plan (up to 6% double contrib)

28 days annual leave + club holidays

Westfield Health Cash Plan

Life assurance

Volunteering days

Employee Assistance Programme

Job summary

L&Q is seeking a Senior Service Designer to lead the experiential view of the Target Operating Model, owning end-to-end journeys and services. You will guide a team of six and partner with the Senior Business Architect to align operating models with change across the organisation.

Based in London or Manchester, the role supports hybrid working and requires strong stakeholder influence, multi-disciplinary collaboration, and a passion for social housing transformation.

Qualifications

• Substantial experience leading end-to-end, multi-channel service design in complex organisations.
• Strong user-centered research and inclusive design practice.
• Experience influencing senior leaders and cross-disciplinary delivery.

Responsibilities

• Lead and develop a team of service designers, including a Lead Service Designer, managing performance and quality-assuring external partners.
• Own the design and continuous improvement of target journeys, service blueprints, patterns and design principles guiding change across the group.
• Lead service design on priority transformation work from discovery through to delivery, represent design in Design Assurance for regulatory compliance.
• Grow user-centred and systems thinking capability across L&Q among business analysis and operational leaders.

Skills

Leadership

Service design

User research

Stakeholder management

Job description

L&Q is seeking a Senior Service Designer to lead the experiential view of the Target Operating Model, owning end-to-end journeys and services. You will guide a team of six and partner with the Senior Business Architect to align operating models with change across the organisation.

Based in London or Manchester, the role supports hybrid working and requires strong stakeholder influence, multi-disciplinary collaboration, and a passion for social housing transformation.