Strategic Lead Service Designer – AI-Enabled Digital CX

83zero; Warrington; Hybrid; GBP 90,000 - 100,000; Full time

Benefits offered by this job

Bonus

Job summary

83zero is seeking a Lead Service Designer to shape the UK Digital Customer Experience. This role combines strategic leadership with hands-on design, leading multidisciplinary teams to deliver human-centered, scalable services.

Based in Manchester with hybrid work (3 days on-site), the salary range is £90,000–£100,000 with a 5–10% bonus and benefits. You will influence senior stakeholders and drive AI-enabled service improvements.

Qualifications

• Proven experience leading end-to-end service design through pilot and live operation.
• Strong ability to influence senior stakeholders in complex or regulated environments.
• Expertise in service blueprinting, journey mapping, systems mapping and proposition development.
• Experience leading multidisciplinary teams and mentoring designers.
• Excellent facilitation and workshop skills.
• Bridge design and delivery in agile or hybrid environments.
• Experience with AI-enabled services and accessibility a plus.

Responsibilities

• Lead complex service and product design programmes end-to-end.
• Define service strategies, future-state experiences and architectures.
• Lead research, prototyping, testing and delivery.
• Facilitate design sprints, workshops and co-creation sessions.
• Create service blueprints, journeys and propositions.
• Influence senior stakeholders and guide complex decisions.
• Mentor and develop designers, building a high-performing practice.
• Contribute to proposals, client shaping and new business opportunities.
• Evolve design standards, methodologies and AI-enabled approaches.

Skills

End-to-end service design

Stakeholder management

Facilitation

Team leadership

Job description

83zero is seeking a Lead Service Designer to shape the UK Digital Customer Experience. This role combines strategic leadership with hands-on design, leading multidisciplinary teams to deliver human-centered, scalable services.

Based in Manchester with hybrid work (3 days on-site), the salary range is £90,000–£100,000 with a 5–10% bonus and benefits. You will influence senior stakeholders and drive AI-enabled service improvements.