Service Design Lead - Digital Customer Experience

83zero Ltd; Greater London; Hybrid; GBP 70,000 - 85,000; Full time

Job summary

83zero Ltd in London is seeking a Lead Service Designer to shape the Digital Customer Experience. The role combines strategic leadership with hands-on service design across high-profile transformation programmes.

You will lead end-to-end service design, drive user research and prototyping, mentor designers and work with senior stakeholders in a hybrid agile environment.

Experience with GDS standards, accessibility and AI-enabled services would be advantageous for this senior leadership role.

Qualifications

• Proven experience leading end-to-end service design programmes.
• Strong stakeholder management skills, including influencing senior decision-makers.
• Expertise in service blueprinting, journey mapping, systems mapping and proposition development.
• Experience leading, coaching and developing multidisciplinary teams.
• Excellent facilitation, communication and workshop skills.
• Ability to connect strategic design with practical delivery in agile or hybrid environments.
• Experience with GDS Service Standards, accessibility, regulated industries or AI-enabled services would be a real advantage

Responsibilities

• Lead end-to-end service design programmes, from initial discovery through to delivery and live operation.
• Define service strategies, future-state experiences and service architectures.
• Drive user research, prototyping, testing and design delivery.
• Lead design sprints, workshops and co-creation sessions.
• Develop service blueprints, customer journeys and new propositions.
• Influence senior stakeholders and shape key strategic decisions.
• Mentor and develop designers, helping build a high-performing design practice.
• Support client proposals, new business opportunities and project development.
• Drive innovation across design methodologies, standards and AI-enabled services.

Skills

End-to-end service design

Stakeholder management

Service blueprinting

Journey mapping

Proposition development

Team leadership

Facilitation

Agile / hybrid delivery

Commercial awareness

AI-enabled services

Job description

Lead Service Designer - Digital Customer Experience

London | Hybrid
Permanent Opportunity
£70,000-£85,000 + Benefits
Lead the vision. Shape the experience. Make an impact.
Exciting projects with both Public Sector & Government Clients!

We're looking for an experienced Lead Service Designer to join a growing Digital Customer Experience practice, leading high-profile transformation programmes and shaping the future of digital services.

This is a fantastic opportunity to combine strategic leadership with hands-on design, working with senior stakeholders and multidisciplinary teams to turn complex challenges into innovative, user-centred and scalable solutions.

What will you be doing?

• Lead end-to-end service design programmes, from initial discovery through to delivery and live operation.

• Define service strategies, future-state experiences and service architectures.

• Drive user research, prototyping, testing and design delivery.

• Lead design sprints, workshops and co-creation sessions.

• Develop service blueprints, customer journeys and new propositions.

• Influence senior stakeholders and shape key strategic decisions.

• Mentor and develop designers, helping build a high-performing design practice.

• Support client proposals, new business opportunities and project development.

• Drive innovation across design methodologies, standards and AI-enabled services.

What are we looking for?

• Proven experience leading end-to-end service design programmes.

• Strong stakeholder management skills, including influencing senior decision-makers.

• Expertise in service blueprinting, journey mapping, systems mapping and proposition development.

• Experience leading, coaching and developing multidisciplinary teams.

• Excellent facilitation, communication and workshop skills.

• The ability to connect strategic design with practical delivery in agile or hybrid environments.

• Strong commercial awareness and the confidence to challenge ideas constructively.

Experience with GDS Service Standards, accessibility, regulated industries or AI-enabled services would be a real advantage

Ready to take the lead?

If you're an ambitious Service Design leader who enjoys tackling complex challenges, influencing at senior level and turning big ideas into real-world outcomes, this could be your next move.

Security: Eligibility for SC-level security clearance is required, subject to the relevant clearance criteria.