Service Designer (Inside ir35/Remote with some travel)
Lead Service Designer - 6 Month Contract
Location: Predominantly Remote (Travel Required)
Key Locations: London, Bristol, Warwick
Contract Length: Initial 6 months
IR35: Inside IR35
Rate: Competitive, market-aligned
We're supporting a major transformation programme seeking an experienced Lead Service Designer to play a pivotal role in shaping and embedding service design across a complex, multi-product environment.
This is a senior, hands-on leadership role where you'll act as the right hand to the Service Lead, taking ownership of delivery, leading a small team, and ensuring customer needs sit at the heart of strategic and operational decision-making.
You'll join at a critical stage, helping transition service design from framework and concept development into operational delivery, supporting the programme's progression from Alpha into Beta.
The OpportunityThis role offers the chance to influence a high-profile transformation programme where multiple product teams are working towards a unified customer experience.
You'll be responsible for aligning teams, breaking down silos, embedding service design best practice, and creating the foundations for long-term continuous improvement.
The successful candidate will combine strategic thinking with hands-on delivery and be comfortable navigating complexity, ambiguity, and multiple stakeholder groups.
Key ResponsibilitiesLeadership & Delivery
Lead and coordinate a service design function comprising approximately 4-8 team members and Embedded product representatives
Act as deputy to the Service Lead, owning day-to-day service design delivery
Drive alignment across multiple product teams and workstreams
Service Design Implementation
Develop and refine end-to-end customer journeys
Ensure product teams align their outputs to a unified service vision
Translate service design outputs into practical operational delivery
Customer Insight & Strategy
Turn customer insight into clear, prioritised delivery requirements
Develop innovative approaches, including the use of AI-enabled tools, to analyse and interpret large volumes of customer feedback and research
Balance customer desirability, technical feasibility, and business viability when prioritising outcomes
Stakeholder Engagement
Partner with product teams, digital and data workstreams, governance functions, senior leadership, and external stakeholders
Facilitate workshops and collaborative working sessions
Build strong relationships and influence decision-making at all levels
Embedding Service Design Capability
Embed customer voice into governance and decision-making frameworks
Coach and mentor teams on service design principles and practices
Design and deliver workshops, training, and capability-building initiatives
Monitoring & Continuous Improvement
Establish monitoring and evaluation frameworks
Create sustainable processes that support ongoing iteration and service improvement beyond the initial engagement
Skills & Experience Required
Essential
Proven experience operating as a Lead or Senior Service Designer within complex organisations
Demonstrable track record of implementing and embedding service design practices
Expertise in customer journey mapping and service blueprinting
Strong experience translating customer insights into actionable delivery requirements
Excellent prioritisation, decision-making, and problem-solving skills
Outstanding stakeholder management and influencing capability
Experience leading cross-functional teams and working across multiple product streams
Strong facilitation, workshop design, and collaboration skills
Comfortable operating in fast-paced, evolving environments
Desirable
Experience working with local authorities or within the public sector
Exposure to infrastructure programmes
Background in related disciplines such as UX Design, Customer Experience, Business Analysis, or Product Design If you're an experienced Service Design leader looking to make a significant impact within a major transformation programme, we'd love to hear from you.
Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.
Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.
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