Lead Service Designer

We are looking for a highly experienced Lead Service Designer to join Spotless on a perm basis, to champion human-centred and Design Thinking, and lead engagements for some big brands.

You will have demonstrable experience working in Service Design, ideally within an agency environment, with 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, with the confidence to report back to stakeholders at all levels of seniority. 

This is a varied role within a small team and will suit an enthusiastic, hardworking person with keen attention to detail.

Key responsibilities

  • Lead service design and design thinking projects involving innovation and problem solving, to generate concepts and proposals for new propositions, or to evolve and improve existing services
  • Planning and facilitating workshops and design sprints, with clients or customers, including ideation and co-creation, priority ranking, value proposition, service definition and customer experience mapping
  • Leading or supporting on client debriefs, to playback insights and findings, making it easy for clients to connect the dots with clear communication and actionable recommendations
  • Highly proficient at creating artifacts and deliverables, which will include research reports, user stories, sketches, wireframes, sitemaps, journey maps, service blueprints and prototypes.
  • Most, if not all of your projects, will be driven by insight.  You will be involved in insight reporting, as well as user experience testing. Therefore, you should have strong research skills, with the ability to work on shorter tactical work, as well as more strategic design projects.
  • Working directly with stakeholders, involving them openly in your processes, helping them distill project goals and objectives into project requirements, and championing the needs of customers throughout the project.
  • Coaching junior consultants and teams, with respect to Service Design and, potentially, Design Research.
  • Inspiring co-workers and sharing knowledge and skills with the team, recognising potential in the latest technology and other trends.
  • Highly motivated and self-managing, with good time management skills and the ability to deliver according to budget and deadlines.

Your skills/experience

  • Demonstrable experience in a Service Design role, supporting the design of digital services, and applying strategic thinking to the process
  • A good commercial understanding, with experience working within an agency or consultancy environment being highly desirable
  • Strong stakeholder management skills, with experience championing human-centred design, design thinking, and innovation. 
  • 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 (remote or lab based)
  • Bringing designs to life through prototypes (with a range of tools).
  • Good use of tools and platforms such as Miro, Figma, Sketch, Invision and Adobe Creative Suite.  Graphics/illustration capability is also desirable.
  • Working with multidisciplinary teams to produce exceptional digital experiences, whilst balancing the needs of users and clients throughout.
  • At least a Bachelor’s degree in Service design, Product design, Psychology, Human Computer Interaction, or other relevant fields, or relevant professional experience.


  • Company pension scheme
  • Monthly wellbeing budget
  • Aviva Private Healthcare
  • Virgin Gym Membership
  • 25 days holiday per year plus Bank Holidays
  • Annual Training & Development budget
  • Laptop
  • Mobile Phone

Spotless is a hybrid work environment, meaning we allow individuals to work both in-office and at home depending on what suits them and the nature of the project. This work might require some in office collaboration but we are also open to 100% remote. This role will be considered at either 4 or 5 days per week.

If you think you would be a good fit for this role please send a covering letter, CV and recent work examples/case studies to jobs@spotless.co.uk. Feel free to contact us by telephone on +44 (0)20 7168 7526 or drop us a quick email if you have any questions.

You must have the legal right to live and work in the United Kingdom.

At Spotless we are committed to ethical practices and promoting equality and diversity across our organisation and at every step of the hiring process. We do not tolerate any unlawful discrimination and ensure that all employees, freelancers, candidates, clients and third parties are treated with dignity and respect.