RedCat Digital
Lead Service Designer
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Lead Service Designer
Working for a very high-growth, industry-leading digital business, the Lead Service Designer will lead end-to-end service design across digital journeys, contact centres and operational processes within a complex model involving millions of customers and thousands of partners.
The Lead Service Designer will be responsible for: Owning end-to-end service design strategy across complex customer journeys Identifying pain points across app, service and operations Designing and implementing measurable improvements Leading cross-functional initiatives from discovery to delivery Blending automation, AI and human support into seamless journeys Clearly defining and tracking impact (CX, operational, commercial)
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The Lead Service Designer will have: A track record of delivering measurable impact (customer behaviour, business performance, operational outcomes) Owning end-to-end service design strategy across complex customer journeys Strong systems thinking across digital and operational ecosystems Ability to demonstrate tangible impact in previous roles — what changed and how it was measured Confidence influencing and leading teams through change Comfort operating at pace in a scaling environment Experience with or curiosity about AI and automation Candidates could come from many industries including ecommerce, retail, travel, finance, marketplace, insurance, government, etc. Could come from roles like Senior Service Designer
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This is a great opportunity for a talented Lead Service Designer to help build, scale and deliver real impact at a huge brand, loved by their customers.
Lead Service Designer £100k + bonus + benefits London / hybrid
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