Service Design Lead

The People’s Pension; Crawley; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A prominent not-for-profit organization in Crawley is seeking a Service Design Lead to establish and enhance service design across the organization. This role blends strategic leadership with hands-on design, focusing on improving customer journeys and business efficiency. The ideal candidate will have experience in large organizations, skills in journey mapping and design facilitation, and the ability to mentor others. Attractive benefits include generous pension contributions, flexible working, and professional development opportunities.

Benefits

Generous pension contributions (up to 14%)

Employee healthcare

Onsite gym

Subsidised restaurant

Parental and adoption leave

Travel season ticket loans

Volunteering days

Qualifications

• Proven experience leading service design in large-scale organisations.
• Ability to translate customer and business insights into design priorities.
• Strong skills in workshop design and facilitation.

Responsibilities

• Lead the design of end-to-end customer journeys.
• Set up and maintain a journey management platform.
• Coach and mentor the CX team to develop skills.

Skills

Journey mapping

Service blueprinting

Design facilitation

Hybrid collaboration tools (Miro, Mural, FigJam)

Strong communication skills

Tools

TheyDo

CXOmni

Cemantica

Job description

Overview

Description

Service Design Lead

24 months FTC

About People’s Partnership :

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you'll be doing

The Service Design Lead / Manager will establish and embed service design as a discipline within the organisation, ensuring that customer experience and business efficiency evolve together as the business scales and modernises. This role combines strategic leadership and hands-on design delivery, helping to define, design and improve key customer journeys while building service design capability within the Customer Experience (CX) team.

• Lead the design of end-to-end customer journeys, with a current emphasis on the retirement proposition, while maintaining an enterprise-wide perspective.
• Design and facilitate workshops and collaborative sessions to align teams on journey challenges, opportunities, and service improvements.
• Set up and maintain a journey management platform (TheyDo or similar), ensuring journeys are well structured, evidence-based, and linked to customer and business metrics.
• Coach and mentor the CX team (four analysts) to develop skills in journey mapping, facilitation, and insight-led design.
• Collaborate with the CX Specialist Lead to ensure that projects with high Service Design needs can be supported, in tandem with CX Specialists, and Communications teams.

What we’re looking for

• Proven experience leading service design in complex or large-scale organisations, ideally as the first or senior design hire.
• Strong practitioner skills in journey mapping, service blueprinting, design facilitation, and experience definition.
• Demonstrated experience setting up and using a journey management platform (e.g. TheyDo, CXOmni, Cemantica).
• Ability to translate customer and business insights into design priorities and actionable outcomes.
• Skilled in workshop design and facilitation, including remote and hybrid collaboration (Miro, Mural, FigJam).
• Confident operating at both strategic and hands-on levels, managing ambiguity and competing priorities.
• Strong written and verbal communication skills, with the ability to simplify and present complex information effectively.

What you can expect from us

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Subsidised restaurant in our Crawley office
• Volunteering days and charity payroll giving
• Onsite gym
• Ride-to-Work scheme
• Social clubs and events

You can learn more about how we support our employees on our website

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People\'s Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.

PerksOur people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People\'s Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.

Salary Range