Lead Service Designer

Role Overview

At UXReactor, part of Ascendion, Lead Service Designers bridge strategy and execution. You'll lead discovery work streams across specific business units or domains, conducting research, synthesizing insights, and framing opportunities while ensuring quality and alignment with the broader program vision.

You’ll manage day‑to‑day discovery activities and translate unit‑level complexity into structured opportunity frameworks that feed into enterprise transformation planning.

• Lead Discovery Work streams
  • Own discovery for assigned business units or functional domains (e.g., Operations, Customer Service, Finance).
  • Plan and facilitate stakeholder sessions, interviews, and workshops to uncover how work gets done.
  • Guide Senior Service Designers in documenting workflows, system dependencies, and user interactions.
  • Ensure discovery methods are rigorous, insights are evidence‑based, and findings are actionable.
• Generate & Synthesize Insights
  • Analyze data, interviews, and service maps to uncover behavioral, structural, and process patterns within your domain.
  • Create service blueprints and ecosystem maps that visualize pain points, enablers, and hidden dependencies.
  • Synthesize insights that reveal how experience, process, and technology intersect to impact efficiency.
  • Identify patterns and themes that surface opportunities for transformation.
• Frame & Prioritize Opportunities
  • Translate insights into compelling opportunity statements (e.g., "How might we eliminate manual handoffs in approval processes?").
  • Cluster and prioritize opportunities based on impact, feasibility, and alignment with business goals.
  • Develop structured opportunity frameworks and contribute to readiness assessments for your domain.
  • Collaborate with the Principal Service Designer to integrate unit‑level opportunities into enterprise roadmaps.
• Visualize & Communicate Findings
  • Create visual frameworks, service blueprints, opportunity maps, journey maps, and insight summaries.
  • Develop sections of insight decks and opportunity portfolios for stakeholder communication.
  • Present discovery findings and opportunity frameworks to business leaders with confidence.
  • Partner with UX Designers to create storyboards and conceptual mockups that illustrate opportunities.

• 11+ years in Service Design, CX Strategy, Experience Strategy, or Business Consulting.
• Proven ability to lead discovery work streams and manage multiple stakeholders independently.
• Strong foundation in research facilitation, synthesis, systems mapping, and opportunity framing.
• Experience creating service blueprints and translating complexity into structured frameworks.
• Excellent facilitation, presentation, and stakeholder management skills.
• Demonstrated ability to mentor and guide mid‑level practitioners.
• A portfolio or case studies that show how your strategic thinking delivered tangible business value.

• Experience leading discovery or transformation initiatives within enterprise or consulting environments.
• Track record of uncovering operational inefficiencies and framing transformation opportunities.
• Familiarity with opportunity prioritization and impact assessment frameworks.
• Consulting experience in service transformation or business process analysis.

Mid‑Senior level

Full‑time

Technology, Information and Internet

London, England, United Kingdom

£20,000.00 - £32,000.00