Utility Warehouse

Lead Service Designer

Utility Warehouse

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Job Level

Senior

About the role

  • Own the creation of Service Blueprints and Customer Journey Maps, ensuring accuracy across both front-stage digital interactions and back-stage operational processes.
  • Help to shape the Service Strategy for the entire customer lifecycle, ensuring it supports the goals of reducing customer friction and maximising digital adoption.
  • Design unified experiences across digital and non-digital channels, defining the strategy for effective self-serve and clear, supportive human escalation pathways.
  • Embed with operational teams to navigate process constraints and technical debt, ensuring service designs are not just desirable but scalable and grounded in reality.
  • Partner with Product Owners, Engineers, and Operations Managers to align roadmaps and decision-making with the holistic service vision.
  • Translate research and design strategies into actionable insights, effectively guiding decision-making with senior stakeholders including Operations and Commercial leads.
  • Lead the maturity of the Service Design practice by establishing standards for mapping and metrics, while coaching peers in Systems Thinking.

Requirements

  • Significant years of experience in UX design with a specialism in end to end Service planning and delivery across multiple channels.
  • Deep expertise in service blueprinting at scale, end-to-end journey mapping and applied system thinking.
  • Respected as a knowledgeable leader whose work influences priorities far beyond digital screens and into the contact centre.
  • The ability to shape business direction through deep operational and UX insight.
  • You are used to being highly visible across UX, Product, Engineering, and Customer Operations.
  • You establish best practices for Service Design delivery, documentation, and measurement in complex, multi-service organisations.
  • Proven experience of proactively mentoring and coaching Designers and Product Managers in design thinking.
Benefits
  • An industry-benchmarked salary.
  • Share Options and Save as You Earn scheme.
  • Flexible working — remote-first with access to hot desks across the UK and a central London hub.
  • Work-from-anywhere policy for up to 2 weeks per year.
  • Discounts on our services and a free Cashback Card.
  • Matched-contribution pension scheme and life assurance up to 4x salary.
  • Family-friendly policies designed to help you and your family thrive.
  • Discounted private health insurance, Employee Assistance line and free Virtual GP.
  • Belonging groups helping shape an inclusive future.
  • A commitment to learning and progression through our Career Development Framework with regular review and promotion cycles.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
UX designservice blueprintingjourney mappingservice designsystems thinkingdesign thinkingcustomer journey mappingdigital adoptionself-service designoperational processes
Soft skills
leadershipmentoringcoachingstakeholder managementcollaborationinfluencingcommunicationstrategic thinkingproblem-solvingvisibility