Service Design Lead

TL;DR

Service Design Lead: Mapping and designing end-to-end service experiences across front stage and back stage workflows with an accent on user journeys, handoffs, and operational friction. Focus on standing up the service design practice from scratch, defining standards, tools, and facilitating collaborative workshops to integrate technology and customer experience.

Manchester office with hybrid working. Some travel to other UK locations required.

Company

Media business creating content that matters to millions across Europe in publishing, audio broadcasting, and entertainment.

What you will do

• Map full service experiences using blueprints, journey maps, and other tools to identify touchpoints, handoffs, and friction points.
• Translate research insights into actionable designs, prototyping and iterating with product and engineering teams.
• Facilitate workshops, design sprints, and co-design sessions with stakeholders.
• Ensure coherence across value streams and channels, integrating planning, analytics, and insights.
• Define design standards, tools, methods, and quality bar for the new service design practice.
• Build design capability across the team and champion accessibility and inclusive design.

Requirements

• End-to-end service design thinking across front stage, back stage, digital, and operational elements.
• Evidence-based research turning qualitative/quantitative insights into tested designs.
• Strong facilitation skills for workshops, sprints, and co-design.
• Stakeholder navigation to advocate for users while collaborating with product and engineering.
• Experience delivering at pace with early prototypes and pilots.
• Building design practices from scratch, selecting tools and standards.
• Inclusive design and accessibility integrated into practice.

Culture & Benefits

• 28 days holiday, bank holidays, and 2 volunteer days.
• Access to internal training via Bauer Academy.
• Enhanced maternity/adoption, paternity, and shared parental leave pay.
• Flexible working opportunities.
• International employer committed to equal opportunities and inclusivity.
• Support for reasonable adjustments in recruitment for disabilities or health conditions.