Lead Service Designer (CX)

TL;DR

Lead Service Designer (CX): Owning the design of world-class customer journeys and service models across sales and service experiences with an accent on strategic service design, blueprinting, and cross-functional leadership. Focus on driving service design strategy, embedding accessibility standards, and leveraging AI-enhanced tools to improve service quality and efficiency.

Location: Hybrid role requiring 3 days per week in either the London (Osterley) or Leeds office.

Company

hirify.global is Europe’s leading media and entertainment brand, serving 24 million customers across 6 countries with a commitment to inclusive and innovative workplace culture.

What you will do

• Lead a team of service designers to analyze and improve end-to-end, multi-channel customer journeys.
• Drive strategic service design across portfolios, aligning journey maps with business goals.
• Partner with Product, Design, Tech, Ops, and Architecture leaders to deliver scalable service solutions.
• Own the adoption of service blueprints and journey maps across the customer lifecycle.
• Evolve service design methods and drive the adoption of AI-enhanced tools for operational efficiency.
• Define experience principles, CX KPIs, and frameworks that connect digital and real-world touchpoints.

Requirements

• Proven track record of leading service design outcomes for large-scale digital products and operations.
• Expert mastery of journey mapping, service blueprinting, systems thinking, and workshop facilitation.
• Strong experience with user research methods, accessibility standards, and analytics tools like Adobe Analytics.
• Demonstrated ability to influence stakeholders and champion design strategy within a complex organization.
• Must be able to work hybrid (3 days/week) from London or Leeds offices.

Culture & Benefits

• Comprehensive benefits package including private healthcare and a generous pension.
• Exclusive rates on hirify.global Q, hirify.global Glass, and discounted mobile/broadband services.
• Access to on-site amenities including subsidised restaurants, cafes, gyms, and cinemas.
• Commitment to inclusive work environments and support for flexible working arrangements.
• Opportunities to join a community-focused team within a large-scale media enterprise.