Senior UX Designer - Service Design

Tesco; Welwyn Garden City; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Tesco is seeking a Senior Service Designer to shape services across store, online, and fulfilment journeys in a centralised Service Design team. The role is based in London with 3 days per week in the office and offers opportunities to lead cross‑functional initiatives across product, operations, and commercial functions.

You will mentor designers, translate insights into actionable opportunities, and drive maturity of service design capabilities while delivering measurable customer and business

Qualifications

• Extensive experience in Service Design and delivering complex services.
• Ability to influence senior stakeholders across multiple functions.
• Strong systems thinking and problem-solving driven by customer insight.
• Proven track record creating service blueprints, journey maps, and ecosystem maps.
• Collaborative approach across business, product, technology and research teams.
• Experience translating research into service improvements and strategic recommendations.
• Excellent facilitation skills and ability to guide teams through ambiguity.
• Mentoring and coaching designers to build capability within teams.
• Customer-focused mindset balancing user needs with operational and business goals.
• Proactive, organised and creative with a passion for collaboration and improvement.

Responsibilities

• Define and lead the strategic direction of service design across store, online, and fulfilment experiences.
• Connect initiatives across product, operations, and commercial teams to deliver joined-up services.
• Identify opportunities to improve experiences across the wider retail ecosystem.
• Partner with senior stakeholders across digital, operations, and supply chain functions to embed service design into transformation programmes.
• Lead complex, cross-functional service design initiatives including omnichannel experiences and fulfilment optimisation.
• Facilitate workshops and strategic decision-making sessions grounded in customer insight and commercial value.
• Establish and maintain service design standards and mentor other designers.
• Turn customer and colleague insights into actionable opportunities and guide testing and implementation.
• Advocate for service design at leadership level and drive capability maturity.
• Measure impact of interventions and continuously improve services.

Skills

Service Design

Stakeholder management

Systems thinking

User-centered design

Facilitation

Job description

As a Senior Service Designer, you will play a pivotal role in shaping services and experiences used by millions of customers, colleagues, and suppliers across one of the UK's largest retail environments. Working across store, online, and fulfilment journeys, you will lead the design of end-to-end services that improve customer outcomes while delivering operational and commercial value. You will thrive in ambiguity, using evidence, systems thinking, and strategic insight to solve complex challenges and drive meaningful change.

Working within a centralised Service Design team, you will support high-priority transformation initiatives and help evolve service design practices across the organisation. You will collaborate with multidisciplinary teams, influence senior stakeholders, and champion customer-centred design to ensure services are seamless, scalable, and impactful.

This role is based from our London Farringdon office with 3 days/week attendance.

• Defining and leading the strategic direction of service design across store, online, and fulfilment experiences.
• Connecting initiatives across product, operations, and commercial teams to deliver joined-up services that meet customer and business needs.
• Identifying opportunities to improve experiences across the wider retail ecosystem, including customers, colleagues, head office teams, and suppliers.
• Partnering with senior stakeholders across digital, operations, and supply chain functions to embed service design into transformation programmes.
• Leading complex, cross-functional service design initiatives, including omnichannel experiences, store innovation, and fulfilment optimisation.
• Facilitating workshops and strategic decision-making sessions grounded in customer insight, operational feasibility, and commercial value.
• Establishing and maintaining service design standards, while mentoring and supporting other designers.
• Turning customer and colleague insights into actionable opportunities, guiding teams through design, testing, and implementation.
• Advocating for service design at leadership level and driving the maturity of design capabilities across the business.
• Measuring the impact of service design interventions and using evidence to continuously improve services.
  

• Significant experience in Service Design, with a proven track record of delivering complex products and services at scale.
• Expert communication and storytelling skills, with the ability to influence and engage stakeholders at all levels.
• Strong capability in service design, systems thinking, user-centred design, and research-led problem solving.
• Experience creating service blueprints, journey maps, ecosystem maps, and other strategic design artefacts.
• A collaborative approach with the ability to build relationships across business, product, technology, and research teams.
• Experience translating research insights into service improvements, product opportunities, and strategic recommendations.
• Strong facilitation skills and the ability to lead teams through ambiguity and complexity.
• Experience mentoring and coaching designers, helping to develop capability within teams.
• A customer-focused mindset with the ability to balance user needs, operational requirements, and business objectives.
• A proactive, organised, and creative approach, with a passion for collaboration, innovation, and continuous improvement.
  

You might know us as a supermarket, technology company or even for our award-winning mobile network. Truth is, we’re all of those things, and much more. Our colleagues work with one goal in mind, helping to make every day a little better for our customers, colleagues and communities all over the world. No two customers are the same, neither are our colleagues. At Tesco, we champion a balance that lets you thrive both in and out of work. Spend 60% of your week collaborating with colleagues at our office locations or local sites and the rest remotely. Whether you're just kicking off your career, juggling passions, or navigating big life events, we're here to support you. We always welcome a conversation about flexible working, so talk to us throughout your application about how we can support. We're proud to be an accredited Disability Confident Leader, where everyone’s welcome. That’s why we commit to providing a fully inclusive and accessible recruitment process. If you need support with your application, click here for more information. And if you're interested in joining our team but don't tick every box, don't let that hold you back from applying.