Service Designer (Inside ir35/Remote with some travel)

Lead Service Designer - 6 Month Contract

Location: Predominantly Remote (Travel Required)
Key Locations: London, Bristol, Warwick
Contract Length: Initial 6 months
IR35: Inside IR35
Rate: Competitive, market-aligned

Lead Service Designer - Drive Customer-Centric Transformation

We're supporting a major transformation programme seeking an experienced Lead Service Designer to play a pivotal role in shaping and embedding service design across a complex, multi-product environment.

This is a senior, hands-on leadership role where you'll act as the right hand to the Service Lead, taking ownership of delivery, leading a small team, and ensuring customer needs sit at the heart of strategic and operational decision-making.

You'll join at a critical stage, helping transition service design from framework and concept development into operational delivery, supporting the programme's progression from Alpha into Beta.

The Opportunity

This role offers the chance to influence a high-profile transformation programme where multiple product teams are working towards a unified customer experience.

You'll be responsible for aligning teams, breaking down silos, embedding service design best practice, and creating the foundations for long-term continuous improvement.

The successful candidate will combine strategic thinking with hands-on delivery and be comfortable navigating complexity, ambiguity, and multiple stakeholder groups.

Key Responsibilities

Leadership & Delivery

• Lead and coordinate a service design function comprising approximately 4-8 team members and Embedded product representatives

• Act as deputy to the Service Lead, owning day-to-day service design delivery

• Drive alignment across multiple product teams and workstreams

Service Design Implementation

• Develop and refine end-to-end customer journeys

• Ensure product teams align their outputs to a unified service vision

• Translate service design outputs into practical operational delivery

Customer Insight & Strategy

• Turn customer insight into clear, prioritised delivery requirements

• Develop innovative approaches, including the use of AI-enabled tools, to analyse and interpret large volumes of customer feedback and research

• Balance customer desirability, technical feasibility, and business viability when prioritising outcomes

Stakeholder Engagement

• Partner with product teams, digital and data workstreams, governance functions, senior leadership, and external stakeholders

• Facilitate workshops and collaborative working sessions

• Build strong relationships and influence decision-making at all levels

Embedding Service Design Capability

• Embed customer voice into governance and decision-making frameworks

• Coach and mentor teams on service design principles and practices

• Design and deliver workshops, training, and capability-building initiatives

Monitoring & Continuous Improvement

• Establish monitoring and evaluation frameworks

• Create sustainable processes that support ongoing iteration and service improvement beyond the initial engagement

Skills & Experience Required

Essential

• Proven experience operating as a Lead or Senior Service Designer within complex organisations

• Demonstrable track record of implementing and embedding service design practices

• Expertise in customer journey mapping and service blueprinting

• Strong experience translating customer insights into actionable delivery requirements

• Excellent prioritisation, decision-making, and problem-solving skills

• Outstanding stakeholder management and influencing capability

• Experience leading cross-functional teams and working across multiple product streams

• Strong facilitation, workshop design, and collaboration skills

• Comfortable operating in fast-paced, evolving environments

Desirable

• Experience working with local authorities or within the public sector

• Exposure to infrastructure programmes

• Background in related disciplines such as UX Design, Customer Experience, Business Analysis, or Product Design If you're an experienced Service Design leader looking to make a significant impact within a major transformation programme, we'd love to hear from you.

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

By applying for this role your details will be submitted to Modis International Ltd and/or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.