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About the Role
The Service Design Lead is a pivotal position responsible for leading the Service Design team and designing end-to-end experiences that are cohesive, user-centred, and aligned with our strategic objectives.
Key Responsibilities- Leading service design efforts across multiple business lines, ensuring services are seamlessly integrated, member-centric, and future-ready by developing and maintaining service blueprints, journey maps, and experience architectures.
- Identifying and prioritising experience opportunities by applying systems thinking, service mapping, and design frameworks to balance member value with commercial and operational impact.
- Collaborating with cross-functional teams to translate service experiences into deliverable features, ensuring feasibility, alignment with business capabilities, and operational readiness.
- Driving capability building within the team by providing proactive feedback and coaching service designers, developing training content, toolkits, and frameworks to build service design maturity.
- Leading research and insights synthesis through qualitative and quantitative methods to understand member behaviours, motivations, and friction points.
- Building strong relationships with senior stakeholders, influencing decision-making with evidence-based design strategies, and facilitating co-creation sessions.
- Acting as a thought leader for service excellence by translating complex service design insights into clear narratives for diverse audiences.
