Head of UX and Service Design (Consultancy)

TL;DR

Head of UX and Service Design (Consultancy): Leading and evolving a high-performing UX, user research, and service design practice with an accent on human-centred solutions and end-to-end journey design. Focus on bridging strategy, sales, and delivery to drive client value and business growth.

Location: Hybrid in London (up to 3 days a week in the office)

Salary: 90,000 GBP

Company

A well-established digital consultancy working with a mix of major private and public sector clients across a broad range of sectors.

What you will do

• Lead and evolve the UX, user research, and service design practice, setting standards for quality and methodology.
• Define and embed end-to-end service design principles, including journey orchestration and service blueprinting.
• Act as a senior client advisor and escalation point, leading complex deliveries and facilitating senior workshops.
• Drive business growth through presales, defining value propositions, delivery models, scope, and estimates.
• Collaborate with technology and data teams to design integrated services and support large transformation programs.
• Contribute to internal and external thought leadership by developing repeatable frameworks and points of view.

Requirements

• Experience leading service design and end-to-end journey design, including service blueprinting.
• Proven track record of managing multidisciplinary teams and senior practitioners.
• Strong background in user-centred design, accessibility, and research methodologies.
• Commercial experience in scoping, estimation, utilization, and margin management.
• Experience supporting presales, written public-sector bids, and senior client pitches.
• Must be based in or able to work hybrid in London.

Nice to have

• Experience shaping service design propositions or operating model transformation.
• Ability to integrate qualitative insights with data, analytics, or technology platforms.
• Experience in thought leadership, including speaking or publishing.
• Familiarity with emerging trends, including AI-assisted design and research.

Culture & Benefits

• Dedicated time for innovation and training with a personalized development plan.
• Access to a mix of internal and externally run accredited consulting courses.
• Hybrid working model (up to three days a week in the office).
• Comprehensive benefits package including pension and health and wellbeing schemes.