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Lead Service Designer

This is an opportunity for an experienced Service Designer to step up into a lead role helping to drive the user centred design methodology and process forward.

You will have a minimum of 5 years experience in Service Design; and will have extensive experience of the whole process from initial research through to strategy, design workshops and design deliverables. You will be confident in questioning briefs and suggesting innovative methodologies to suit project objectives. You will be comfortable working as part of a small team, as well as running things on your own.

Your responsibilities:

  • Working with multidisciplinary teams to produce exceptional digital experiences, whilst balancing the needs of users and clients throughout.
  • Playing a key role in an exciting mix of user experience work which will include research, flows, user stories, sketching, wireframing, sitemaps, journey maps, blueprints and prototypes.
  • Planning and facilitating workshops with clients or customers including co-creation, priority ranking, value proposition, service definition and user experience mapping.
  • Working directly with stakeholders involving them openly in your processes, helping them distil project goals and objectives into project requirements and championing the needs of customers throughout the project.
  • Inspiring co-workers and sharing knowledge and skills with the team, recognising potential in the latest technology and other trends.
  • Good time management skills and the ability to deliver to deadlines.
  • Continually evaluating and improving Spotless methods and processes to ensure we are always offering the best solution to clients and their customers
  • High standard of report writing, making it easier for clients to connect the dots with clear communication and actionable recommendations
  • Attending at least 1 design event every quarter to keep up to date with the latest trends and methodologies
  • Contributing to internal projects, writing articles and blog posts on relevant service design topics of sectors of interest
  • Conducting regular feedback sessions with colleagues who line into you, and running professional development planning sessions twice a year
  • Taking a leading role in responding to briefs, preparing 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
  • Supporting the Director and other Service Design Lead with ongoing recruitment for an ever growing team
  • Supporting the Project Manager and Account Directors with internal tasks, ensuring your team’s personal objectives are represented in project planning activities
  • Constantly looking to improve what we do and selling in new ideas to the client including re-positioning the skillset to include Service Design and Digital Transformation.

Your skills/experience

  • Extensive experience researching and designing digital services and applying strategic thinking to the process
  • An understanding/experience of various research methodologies including contextual interviews, stakeholder interviews and user feedback sessions (lab based)
  • Bringing designs to life through prototypes (with a range of tools)
  • Bringing services and experiences to life through user journeys and service blueprints.
  • Excellent communication and interpersonal skills
  • Graphics/illustration capability is desirable
  • Highly motivated and self-managing
  • Experience working within an agency environment
  • Minimum 5 years in a Service design role
  • Bachelor’s degree in Product design, Service design, UX/UI design, Psychology or other relevant fields
  • 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.