Launch Recite Me assistive technology
Back to job search

Service Design Lead

My client is an MNC Insurance client, focusing on Regional markets for Customer Proposition and Design. We are seeking for an experienced Service Design / Strategy Lead to deliver end to end user experiences. This role combines systems thinking, user-centered design, and business strategy.

Responsibilities:

  • Drive the design of complex service ecosystems across digital and physical channels, ensuring consistency, usability, and delight at every touchpoint.
  • Partner with stakeholders to define user experience strategies aligned with business goals, customer needs, and market trends.
  • Conduct research and map current vs. future-state customer journeys, service blueprints, and ecosystem maps to identify opportunities and gaps.
  • Collaborate with UX researchers to gather qualitative and quantitative insights. Translate findings into actionable experience principles and design direction.
  • Lead cross-functional teams through ideation, prototyping, and decision-making workshops with a human-centered approach.
  • Communicate design strategy and rationale effectively to business leaders, product owners, and other key stakeholders.

Requirements:

  • 7+ years of experience in service design, experience strategy, UX, or related fields.
  • Strong portfolio showcasing service design leadership and cross-channel experience projects.
  • Proven ability to lead multidisciplinary teams and manage complex projects.
  • Excellent facilitation and communication skills.
  • Proficiency with tools like Miro, Figma, Adobe CC, Journey Mapping tools, and Service Blueprints.
  • Deep understanding of human-centered design, design thinking, and systems thinking.
  • Bachelor's or Master's degree in Design, Strategy, Human-Computer Interaction, or related discipline.

This role will start as a renewable contract, highly extendable / potential to be converted to permanent.

Banner Default Image

We are Oliver James

We received an average rating of 9.1 from feedback by our clients and candidates.

image.png