Service Design Lead, CX Transformation

Pontoon; Warwick; On-site; GBP 45,000 - 65,000; Part time

Job summary

Pontoon is seeking a Service Design Manager for a 6-month contract in Warwick, with two days on site per week. You will lead service design initiatives within the utilities sector, embedding it as a strategic capability across the organisation.

You will own the service design approach, translate customer insights into prioritised improvements, and collaborate with Digital, Data and Operations. You will also develop training to raise maturity and present findings to senior leaders.

Qualifications

• Experience leading service design or CX transformation in a complex organisation.
• Ability to map complex journeys into practical service improvements.
• Proven track record influencing senior stakeholders.
• Knowledge of human-centered and inclusive design principles.

Responsibilities

• Own and enhance the service design framework, including standards, methods, and governance routes.
• Lead the optimization of priority customer journeys and identify improvement opportunities.
• Collaborate with Digital, Data, and Operations to translate activities into improvements.
• Present insights and recommendations to senior leaders as a trusted advisor.
• Develop training materials to raise service design maturity across the organisation.

Skills

Service design leadership

Human-centered design

Stakeholder influence

Cross-functional collaboration

Education

Professional accreditation in service design

Tools

Figma

Miro

Jira

Job description

Pontoon is seeking a Service Design Manager for a 6-month contract in Warwick, with two days on site per week. You will lead service design initiatives within the utilities sector, embedding it as a strategic capability across the organisation.

You will own the service design approach, translate customer insights into prioritised improvements, and collaborate with Digital, Data and Operations. You will also develop training to raise maturity and present findings to senior leaders.