Service Design Lead

Service Design Lead

The Role

We’re looking for an experienced Service Design Lead to shape user-centred services and propositions from discovery through to launch.

You will bring together user insight, business needs and systems thinking to define end-to-end experiences, test new ideas and turn opportunities into validated propositions. Working across multidisciplinary teams, you’ll provide service design leadership while remaining hands-on across research, journey design, prototyping and experimentation.

You will lead the end-to-end design of services and propositions, translating user and business needs into clear journeys, service blueprints and testable concepts. You’ll use research, experimentation and collaboration to validate ideas, influence decision-making and help teams move confidently from discovery through to delivery.

Key Responsibilities

• Lead service design across discovery, proposition development, validation and launch.
• Validate user, stakeholder and business needs through research and discovery.
• Define user journeys, service blueprints and proposition experiences.
• Conduct user interviews, proposition testing and experimentation to generate insight and evidence.
• Translate insights into concepts, prototypes and testable hypotheses.
• Facilitate workshops and co-creation sessions with users, stakeholders and multidisciplinary teams.
• Apply systems thinking to connect customer experience with business, technology and operational requirements.
• Identify opportunities and dependencies across complex end-to-end services.
• Provide service design leadership, direction and constructive challenge across teams and stakeholders.

Skills & Experience

• Strong expertise in User-Centred Design, research and insight generation.
• Excellent service design, journey mapping and service blueprinting capability.
• Strong understanding of systems thinking, business and operational design.
• Experience in prototyping, experimentation and proposition development.
• Strong workshop facilitation and stakeholder engagement skills.
• Ability to translate complex research and service challenges into clear, actionable design opportunities.
• Confident influencing senior stakeholders and collaborating across product, design, research, technology and business teams.
• Strong working knowledge of Figma, FigJam, Miro and design collaboration tools.
• Experience working within innovation, start-up, venture, consultancy or product environments.
• A strong portfolio demonstrating complex end-to-end service design and proposition development.
• Comfortable leading multidisciplinary design activity while remaining hands-on with the work.

About Us

TCS Interactive is a leader in the digital customer experience space. With a human-first approach, we apply design, engineering, business strategy and subject matter expertise to deliver award-winning iconic design and digital experiences for our customers.

We pride ourselves in our ability to influence products at the highest level by delivering strategic ideas from inception to launch. We help our clients understand the context of their products, create a compelling vision for them and make these experiences a reality.

We believe that together we’re stronger, that inspiration can come from anywhere and great ideas from anyone. The difference in our work comes from the diversity of perspectives, skills and backgrounds of our team.