Service Design Lead

Peabody; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Flexible and hybrid working

30 days annual leave

Up to 10% pension contribution

Two volunteering days per year

Flexible benefits & employee discounts

Job summary

Peabody is seeking a Service Design Lead to transform how we deliver services for residents and colleagues. You will work across teams, particularly Repairs and Complaints, using insights and human-centred design to improve journeys and drive meaningful change.

You will lead projects end-to-end, turn complex challenges into simple solutions, and help shape major organisational priorities with a focus on residents.

Qualifications

• Experience in Service Design or related field.
• Track record of measurable service improvements and better customer experiences.
• Strong stakeholder engagement and facilitation skills.

Responsibilities

• Lead service design projects from discovery to implementation.
• Use resident feedback and insight to improve customer journeys.
• Facilitate workshops and co-design sessions with residents and stakeholders.

Skills

Service Design

Human-Centred Design

UX

Product Design

Job description

Our Vacancy

Service Design Lead – Shape Better Services for Residents

Are you passionate about designing services that genuinely improve people's lives?

At Peabody, we're looking for a Service Design Lead to help transform how we deliver services for residents and colleagues. Working closely with teams across the business, particularly Repairs and Complaints, you'll use insight, research and human-centred design to improve customer journeys, solve complex problems and deliver meaningful change.

This is an exciting opportunity to influence major organisational priorities and help create services that are simpler, more effective and designed around the people who use them.

What You'll Be Doing

• Lead service design projects from discovery through to implementation and continuous improvement.
• Use research, resident feedback and operational insight to identify opportunities and improve key customer journeys.
• Facilitate workshops and co-design sessions with residents, colleagues and stakeholders.
• Develop practical, evidence-based solutions that improve resident outcomes and service performance.

What You'll Bring

• Experience in Service Design, Human-Centred Design, UX, Product Design or a related field.
• A track record of delivering measurable service improvements and improving customer experiences.
• Strong stakeholder engagement, facilitation and communication skills.
• The ability to turn complex challenges into simple, user-focused solutions.

For further information on the key requirements for the role please find our role profile attached to this vacancy.

Why Join Us?

When you join Peabody, you're joining a team guided by our values:

Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.

What We Offer

• Flexible and hybrid working
• 30 days annual leave, plus bank holidays
• Up to 10% pension contribution
• Two paid volunteering days each year
• Flexible benefits scheme and employee discount portal

Interviews will be held in person at our Westminster Bridge Road office on Wednesday 16th September.

Peabody does not provide visa sponsorship.

Got questions? Reach out to George Murphy, Talent Specialist, at [e-mail].

We reserve the right to close this advert early should we receive enough applications.