Service Design Manager

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

Service Design Manager

6 Months - Contract. Warwick (2 days a week on site).

Are you passionate about transforming customer experiences? Do you have a knack for leading service design initiatives within the utilities sector? Our client is seeking a Service Design Manager to spearhead their customer experience transformation agenda. This is your chance to make a significant impact in a role that combines creativity, strategy, and leadership!

About the Role

As the Service Design Manager, you will be accountable for embedding service design as a strategic capability across the organisation. You will own the service design approach, standards, and roadmap, translating customer insights into tangible, prioritised service improvements throughout the entire customer lifecycle.

Key Responsibilities

• Own and enhance the service design framework, including standards, methods, and governance routes.
• Lead the optimisation of priority customer journeys and identify opportunities for improvement.
• Work with various teams such as Digital, Data, and Operations to ensure service design activities translate into actionable improvements.
• Act as a trusted advisor to senior leaders, presenting insights and recommendations based on evidence and customer needs.
• Develop training materials and coaching support to build service design maturity across the organisation.

What You Bring

• Significant experience leading service design or customer experience transformation within a complex organisation.
• Strong ability to map complex customer journeys and translate insights into practical service improvements.
• Proven track record of leading cross‑functional design activities and influencing senior stakeholders.
• Deep understanding of human‑centred design, design thinking, and inclusive design principles.

Desirable Qualifications

• Experience in the utilities or regulated industries.
• Familiarity with tools like Figma, Miro, and Jira.
• Professional accreditation in service design or related disciplines.

Why Join Us

• Impact: Play a pivotal role in shaping the future of customer experience in the utilities sector.
• Growth: Opportunity to build and lead a team while enhancing your own skills.
• Collaboration: Work in a dynamic environment with cross‑functional teams dedicated to continuous improvement.
• Innovation: Be part of a culture that champions human‑centred design and evidence‑based decision‑making.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Applicants may apply online. We use generative AI tools to support our candidate screening process. All final decisions are made by the hiring team, ensuring a fair, consistent, and efficient experience for all applicants.