UX Designer - Service Design

Tesco PLC; Digswell; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Annual bonus up to 20%

25 days holiday + personal day

Private medical insurance

Maternity & adoption leave (26 weeks)

Paternity leave 6 weeks

24/7 virtual GP service

Employee Assistance Programme (EAP)

Job summary

Tesco PLC in London is seeking a Lead Service Designer to shape services used by millions of customers, colleagues, and suppliers across store, online, and fulfilment journeys. You will lead end-to-end service design to improve customer outcomes while delivering operational and commercial value.

The role sits in a centralised Service Design team with 3 days per week in the London Farringdon office, and you will mentor other designers and establish design standards across the business.

Qualifications

• Extensive experience in service design across complex organisations.
• Ability to translate insights into strategic opportunities.
• Proven track record delivering services at scale.

Responsibilities

• Defining and leading the strategic direction of service design across store, online, and fulfilment experiences.
• Connecting initiatives across product, operations, and commercial teams to deliver joined-up services that meet customer and business needs.
• Identifying opportunities to improve experiences across the wider retail ecosystem, including customers, colleagues, head office teams, and suppliers.
• Partnering with senior stakeholders across digital, operations, and supply chain functions to embed service design into transformation programmes.
• Leading complex, cross-functional service design initiatives, including omnichannel experiences, store innovation, and fulfilment optimisation.
• Facilitating workshops and strategic decision-making sessions grounded in customer insight, operational feasibility, and commercial value.
• Establishing and maintaining service design standards, while mentoring and supporting other designers.
• Turning customer and colleague insights into actionable opportunities, guiding teams through design, testing, and implementation.
• Advocating for service design at leadership level and driving the maturity of design capabilities across the business.
• Measuring the impact of service design interventions and using evidence to continuously improve services.

Skills

Service Design

Systems thinking

User-centred design

Research-led problem solving

Facilitation

Mentoring

Stakeholder engagement

Storytelling

Cross-functional collaboration

Strategy development

Job description

As a Lead Service Designer, you will play a pivotal role in shaping services and experiences used by millions of customers, colleagues, and suppliers across one of the UK's largest retail environments. Working across store, online, and fulfilment journeys, you will lead the design of end-to-end services that improve customer outcomes while delivering operational and commercial value. You will thrive in ambiguity, using evidence, systems thinking, and strategic insight to solve complex challenges and drive meaningful change. Working within a centralised Service Design team, you will support high-priority transformation initiatives and help evolve service design practices across the organisation. You will collaborate with multidisciplinary teams, influence senior stakeholders, and champion customer-centred design to ensure services are seamless, scalable, and impactful. This role is based frm our London Farringdon office with 3 days/week attendance. You will be responsible for

• Defining and leading the strategic direction of service design across store, online, and fulfilment experiences.
• Connecting initiatives across product, operations, and commercial teams to deliver joined-up services that meet customer and business needs.
• Identifying opportunities to improve experiences across the wider retail ecosystem, including customers, colleagues, head office teams, and suppliers.
• Partnering with senior stakeholders across digital, operations, and supply chain functions to embed service design into transformation programmes.
• Leading complex, cross-functional service design initiatives, including omnichannel experiences, store innovation, and fulfilment optimisation.
• Facilitating workshops and strategic decision-making sessions grounded in customer insight, operational feasibility, and commercial value.
• Establishing and maintaining service design standards, while mentoring and supporting other designers.
• Turning customer and colleague insights into actionable opportunities, guiding teams through design, testing, and implementation.
• Advocating for service design at leadership level and driving the maturity of design capabilities across the business.
• Measuring the impact of service design interventions and using evidence to continuously improve services.
• Significant experience in Service Design, with a proven track record of delivering complex products and services at scale.
• Expert communication and storytelling skills, with the ability to influence and engage stakeholders at all levels.
• Strong capability in service design, systems thinking, user-centred design, and research-led problem solving.
• Experience creating service blueprints, journey maps, ecosystem maps, and other strategic design artefacts.
• A collaborative approach with the ability to build relationships across business, product, technology, and research teams.
• Experience translating research insights into service improvements, product opportunities, and strategic recommendations.
• Strong facilitation skills and the ability to lead teams through ambiguity and complexity.
• Experience mentoring and coaching designers, helping to develop capability within teams.
• A customer-focused mindset with the ability to balance user needs, operational requirements, and business objectives.
• A proactive, organised, and creative approach, with a passion for collaboration, innovation, and continuous improvement.
• Annual bonus scheme of up to 20% of base salary.
• Holiday starting at 25 days plus a personal day (plus Bank holidays).
• Private medical insurance.
• 26 weeks maternity and adoption leave (12 months service required at the qualifying date) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave.
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing.