Service Design Lead

Role OverviewWe’re looking for a Service Design Lead to help shape and refine Nest’s end-to-end services and digital experience. You’ll apply human-centred design and strategic thinking to bring clarity to complex journeys across multiple channels, ensuring they feel coherent, inclusive and grounded in real customer insight.You’ll work closely with product, design, technology and proposition teams to embed evidence-based design and customer-led thinking into how we define, design and deliver solutions. If you’re motivated by meaningful purpose, passionate about human-centred design thinking and shaping future-focused CX and services, and skilled at bringing clarity and alignment across diverse teams, we’d love to hear from you.Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget.The minimum criteria for this role are:

• Significant experience (10+ years) leading and delivering service design and product design preferably within a regulated business or design agency/consultancy supporting a regulated business
• Strong understanding of end-to-end service design and use of relevant tools and best practices e.g. Figma, Adobe XD, Miro
• Familiarity with customer service platforms e.g. CRM systems and operational platforms
• Understanding of multi-channel service delivery and omnichannel customer experience 
• A portfolio of work that demonstrates the applying HCD methods that drive measurable outcomes 
• Knowledge of accessibility, inclusive design and design standards and examples of applying this to your work

***When applying for this role, please ensure you include a link to your portfolio on your CV or on your application form.*** Please download a full job description to find a full scope, deliverables, experience and personal  attributes  required for this role. Flexible and agile working Everyone's personal situation is different.To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements):

• hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required) 
• reduce or vary working hours
• reduce or vary the days worked
• work compressed hours
• job share

Click here to see the benefits we offer at Nest.For more information about our recruitment process click hereDirectorate/Department OverviewThe Customer Experience team creates user-focused experiences by combining product ownership, design thinking, and business insight. We're responsible for shaping the experience across all customer groups—members, employer providers, and distribution partners—through various channels.We prioritise delivering value through continuous feedback from customers and colleagues. Prototypes and mock-ups help us test ideas and refine experiences, while data guides our decisions and solution design.Product owners lead teams in our b2b and b2c domains, prioritising features and owning the product roadmap. Our service design team focus on end-to-end journeys and service interaction contributing to a cohesive experience. UX & UI designers turn insights into accessible, user-friendly interfaces. Business analysts define requirements and identify opportunities to improve.We focus on delivering meaningful, easy-to-use experiences for our members, employers, and partners—driven by a product-led mindset.Organisational OverviewNest is an award-winning workplace pension scheme, the largest in the country.Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you’d expect to find in a thriving business. We’re committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment.Diversity, Equity and Inclusion Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of their age, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio economic background.We also recognise the importance of diversity of thought and other forms of neurocognitive variation.Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you’re applying through the scheme. We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications.Please note that this advert may close early if we receive a sufficient number of satisfactory applications. If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: .uk.