Service Design Manager

Service Design Manager

6 Months - Contract. Warwick (2 days a week on site).

Are you passionate about transforming customer experiences? Do you have a knack for leading service design initiatives within the utilities sector? Our client is seeking a Service Design Manager to spearhead their customer experience transformation agenda. This is your chance to make a significant impact in a role that combines creativity, strategy, and leadership!

As the Service Design Manager, you will be accountable for embedding service design as a strategic capability across the organisation. You will own the service design approach, standards, and roadmap, translating customer insights into tangible, prioritised service improvements throughout the entire customer lifecycle.

• Own and enhance the service design framework, including standards, methods, and governance routes.
• Lead the optimisation of priority customer journeys and identify opportunities for improvement.
• Work with various teams such as Digital, Data, and Operations to ensure service design activities translate into actionable improvements.
• Act as a trusted advisor to senior leaders, presenting insights and recommendations based on evidence and customer needs.
• Develop training materials and coaching support to build service design maturity across the organisation.

• Significant experience leading service design or customer experience transformation within a complex organisation.
• Strong ability to map complex customer journeys and translate insights into practical service improvements.
• Proven track record of leading cross‑functional design activities and influencing senior stakeholders.
• Deep understanding of human‑centred design, design thinking, and inclusive design principles.

• Experience in the utilities or regulated industries.
• Familiarity with tools like Figma, Miro, and Jira.
• Professional accreditation in service design or related disciplines.

• Impact:
  Play a pivotal role in shaping the future of customer experience in the utilities sector.
• Growth:
  Opportunity to build and lead a team while enhancing your own skills.
• Collaboration:
  
  Work in a dynamic environment with cross‑functional teams dedicated to continuous improvement.
• Innovation:
  Be part of a culture that champions human‑centred design and evidence‑based decision‑making.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Applicants may apply online. We use generative AI tools to support our candidate screening process. All final decisions are made by the hiring team, ensuring a fair, consistent, and efficient experience for all applicants.