Service Design Principal

TL;DR

Service Design Principal: Defining and driving strategic service design missions to transform end-to-end customer experiences across all business units with an accent on omnichannel journey design, stakeholder influence, and operational strategy. Focus on setting enterprise-level design standards, leading high-impact service transformations, and fostering a customer-centric culture within a large-scale corporate environment.

Location: London, UK (Onsite)

Company

hirify.global is a leading multinational telecommunications provider, driving digital transformation and connectivity for customers and colleagues across the UK and beyond.

What you will do

• Define and drive service design vision and strategy for portfolios or major client accounts.
• Lead the design of complex, cross-channel journeys spanning multiple business units and systems.
• Partner with C-suite executives and stakeholders to define problem spaces and shape transformation roadmaps.
• Facilitate the creation of omnichannel experiences that shift customers toward digital and self-serve channels.
• Establish service design frameworks, methods, and quality standards across the organization.
• Mentor service design teams and contribute to community building, hiring, and resource planning.

Requirements

• Extensive experience in service design, strategy setting, and leading large-scale transformations.
• Proven ability to influence and coach stakeholders from the C-suite down.
• Deep expertise in systems thinking, storytelling, and facilitation within large, complex organizations.
• Strong understanding of how organizational change, operations, and technology intersect with service design.
• Demonstrated ability to manage design at a portfolio level and lead multiple programs simultaneously.
• Comfort with ambiguity and ability to create structure in uncertain environments.

Culture & Benefits

• 15% on-target bonus and car allowance.
• Comprehensive pension scheme with up to 10% employer contribution.
• Equal family leave policy (18 weeks at full pay for all parents).
• 25 days of annual leave plus bank holidays, increasing with service.
• Private virtual GP appointments and enhanced women’s health support.
• Access to world-class training, development opportunities, and employee share-saving schemes.