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Service Design Director

We are looking for an experienced service design leader to join our senior management team and contribute to the next stage of our agency’s development and evolution.

You will have proven experience in leading, managing and inspiring their teams. You will shape the team to deliver award-winning work as well as playing an active role in inspiring clients to join our roster.   

You will have a passion for building and directing creative teams and, like us, believe in design as an agent for change. 

You will report into the CEO and will have responsibility to lead the design studio and deliver award winning work. You will be responsible for the research, ideation, and design process driving and supporting all researchers, designers and consultants in delivering the best possible outcomes. You will be responsible for hiring, developing the design strategy and be a key advocate for UX and Service Design.

You will likely have a minimum of 10 years professional experience which includes a proven track record in Service Design, possibly including UX or associated design practices. You will definitely have extensive experience of the whole end-to-end design process in a mix of settings and a portfolio that supports this.

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, working in a continually collaborative environment, and leading, supporting, mentoring and inspiring the Spotless teams.


Your responsibilities fall into three main areas:

Design and delivery

  • Demonstrating exemplary design skills through working on 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 deeply understand, map and solve their business and organisational challenges delivering impactful outcomes through high quality deliverables.
  • Establishing and maintaining the highest quality and standards in the fundamentals of service design.
  • Ensuring that client requirements are properly understood, that the service design solution is appropriate, and that service delivery meets the project objectives.



  • Leading, inspiring, mentoring and guiding multidisciplinary teams to produce exceptional strategies, services and experiences.
  • Representing the company at conferences and events, taking responsibility for internal marketing opportunities such as round tables, breakfast events and training workshops
  • Taking a leading role in supporting the business development team to maintain a healthy business pipeline, by responding to briefs, preparing proposals and presenting at pitches
  • Involvement in the strategic direction of the agency with specific ownership of the service design proposition and delivery strategy.
  • 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.

Operational management

  • 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.
  • Continually evaluating and improving Spotless methods and processes to ensure we are always offering the best solution to clients and their customers
  • Setting the delivery team operational strategy and budget through the business planning process and maintenance of that budget.
  • Other day to day responsibility commensurate with being a key member of the senior management team.



Your skills and capabilities include:

  • Extensive experience delivering end-to-end service design solutions from your deep understanding of a broad mix of research methodologies, design solutions and strategic thinking.
  • Bringing design solutions to life through various means including prototypes user journeys, scenarios and service blueprints.
  • Working directly with clients including operating at senior levels demonstrating how service design solves their business challenges.
  • Leadership of a delivery team including budget setting, hiring, people development, establishing team structure and setting the strategic direction.
  • 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


  • Annual bonus linked to company performance
  • Childcare voucher scheme
  • Free books from companies like Rosenfeld Media
  • Annual personal development budget
  • Company pension scheme
  • BUPA healthcare
  • Virgin gym membership
  • 25 days holiday per year

How to apply

Please submit your motivation, 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.