Service Design Principal

TL;DR

Service Design Principal: Owning, defining, and driving strategic missions to transform major end-to-end customer experiences, with an accent on delivering significant customer and business value and driving channel shift towards digital and self-serve experiences. Focus on leading design excellence, challenging the status quo for complex, high-impact service design challenges, and shaping service design vision at an enterprise level.

Location: Hybrid working in Bristol or London, United Kingdom (3 days in office, 2 days remote)

Company

hirify.global is one of the UK’s largest telecommunications and infrastructure companies, driving digital transformation and connectivity for millions.

What you will do

• Define and execute the service design vision and strategy for a portfolio or domain, aligning with organizational goals.
• Lead the design of complex, cross-channel customer journeys spanning multiple products and business units.
• Partner with senior executives to define problem spaces, prioritize opportunities, and shape service transformation roadmaps.
• Provide expert guidance and critique to project teams, ensuring quality and coherence of service experiences.
• Develop and evolve service design frameworks, methods, and standards, and champion an inclusive, customer-focused approach.

Requirements

• Extensive experience delivering large-scale, complex services in corporate or public sector environments.
• Outstanding stakeholder management and facilitation skills, influencing from the C-suite down.
• Demonstrable ability to lead multiple teams or programs and manage design at a portfolio level.
• Highly skilled in facilitation, systems thinking, storytelling, and sense-making.
• Strong understanding of organizational change, operations, and technology intersection with service design.
• Must be based in the United Kingdom and able to work in a hybrid model (3 days in office in Bristol or London).

Culture & Benefits

• Competitive bonus, health care, and car allowance.
• BT Pension scheme with 10% company contribution.
• Enhanced family leave and women’s health support.
• 25 days annual leave, increasing with service.
• Access to 24/7 private virtual GP appointments for UK colleagues.
• World-class training and development opportunities.