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Head of Service Design

This is an opportunity for an experienced Designer to step up into the lead studio role, to be the central point of focus for all things design and drive quality and execution of our service design offer.

You will probably have a minimum of 8 years professional experience which includes a proven track record in Service Design, possibly including UX or associated design practices will have extensive experience of the whole end-to-end design process in a mix of settings. You will be confident in consulting directly with clients to define the real challenge, questioning briefs and recommending established and innovative approaches to suit client objectives. You will be comfortable working across and on multiple projects and managing, supporting, mentoring and inspiring the Spotless team.

Your responsibilities fall into three main areas:


  • Leading by example, demonstrating exemplary design skills through working on designated projects applying the full range of research and design skills, tools and methods to every client challenge, as appropriate
  • Consulting and collaborating with client stakeholders to solve the client’s business and organisational challenges and problems delivering impactful outcomes and high quality deliverables
  • Maintaining the highest quality and admired standard of performance in the fundamentals of both service and UX design including research, planning, facilitation, storytelling, analysis, ideation, critical thinking, prototyping, reporting and presenting
  • Continually evaluating and improving Spotless methods and processes to ensure we are always offering the best solution to clients and their customers
    Working with multidisciplinary teams to produce exceptional digital experiences, whilst balancing the needs of users and clients throughout


  • As a line manager, conducting regular feedback sessions with colleagues who report into you, and running formal professional development planning sessions twice a year. Help maintain a happy, driven studio community
  • Inspiring co-workers through sharing knowledge, insights and skills with the team, recognising potential in the latest technology and other trends. An eye to the future
  • Leading, mentoring and guiding multidisciplinary teams to produce exceptional strategies services and (digital) experiences, whilst balancing the needs of users and clients throughout
  • Maintaining the current trajectory by moving us towards a recognised and admired service design consultancy
  • High standard of report writing, making it easier for clients to connect the dots with clear communication and actionable recommendations
  • Attending at least one design event every quarter to keep up to date with the latest trends, discussions and methodologies
  • Supporting the Project Manager and Client Service Directors by identifying internal tasks, then be willing to drive them through
  • Supporting the Director with ongoing recruitment for an ever growing team, always on the lookout for top talent
  • Ensuring the team’s personal objectives are represented in project planning activities alongside our business objectives and your view of the design output and identity of Spotless

Sales and marketing

  • Taking a leading role, as part of a team, in supporting the maintenance of a healthy business pipeline, responding to briefs, preparing proposals and presenting at pitches
  • Representing the company at conferences and events, taking responsibility for internal marketing opportunities such as round tables, breakfast events and training workshops
  • Constantly looking to improve what we do and selling in new ideas to our client including re-positioning our offer to include Service Design and Digital Transformation alongside other emerging and differentiating offers
  • Being a recognisable voice in the design community by writing articles, blog posts, being visible on social media on relevant service design topics and areas of interest to benefit the business

Your skills include:

  • Extensive experience researching and designing services (an emphasis on digital is useful) and applying strategic thinking to the process
  • An understanding/experience of a broad mix of research methodologies for inspiration and validation, including with end-users, stakeholders
  • Bringing designs to life through prototypes (using Axure, Invision, Balsamiq or other relevant tools)
  • Bringing services and experiences to life through user journeys, scenarios and service blueprints
  • Experience of adjacent design disciplines (graphics, branding, advertising, events) is a bonus, but not mandatory
  • Excellent communication (spoken and written) and interpersonal skills
  • Good time management skills and the ability to deliver to deadlines
  • Highly motivated and self-managing
  • Experience working within a studio / agency creative environment
  • Minimum 8 years working experience in Service Design. UX experience a bonus
  • Bachelor’s degree in Product Design, Service Design, UX/UI design, Psychology or other relevant fields, Masters is a bonus although the emphasis will be for a hands-on approach
  • You must have the legal right to live and work in the United Kingdom


  • Generous commission scheme on any leads generated
  • Annual bonus linked to company performance
  • Free books from companies like Rosenfeld Media
  • Annual training budget to attend conferences
  • Company pension scheme
  • BUPA healthcare
  • Virgin gym membership
  • 25 days holiday per year

How to apply

Please submit your covering letter, CV and portfolio to Feel free to contact us by telephone on +44 (0)20 7168 7526 or drop us a quick email if you have any questions.