Service Design Lead

We'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, and skilled at bringing clarity to complexity and shaping future-focused CX and services, 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.Deliverables:

• Analyse, define and improve end-to-end customer journeys based on customer and business insights
• Develop and lead the service design strategy to identify opportunities for service improvement and innovation
• Produce and own end-to-end journeys, service blueprints and user flows across our public website and member portal for as is and to-be state
• Ensure product development and service creation is in line with our design principles and service vision
• Collaborate with cross-functional teams in Product, Research, Design, Tech, Marketing and Proposition to deliver joined up, customer-centric solutions that address real user needs
• Design and facilitate workshops to align stakeholders, develop ideas and concepts, and influence decisions
• Create storyboards and prototypes to communicate design concepts and end-to-end service solutions
Create performance metrics and dashboards that demonstrate service impact and service effectiveness Build continuous improvement plans and recommendations based on design audits & service evaluations Support the wider design team in developing better processes and elevating design maturity, 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. At Nest, you'll have access to a range of learning opportunities to learn, grow and build the skills you need to be successful in your role and career. 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, The 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. Customer Experience sits among a wider Customer team consisting of Propositions (b2b & b2c) and Brand and Marketing where it is our role to bring our propositions and brand to life in our customer experience delivery. Alongside our internal teams we have a strategic delivery partner that provides our scheme administration services. This means the transactional engine, digital interfaces, back-office processing and our customer contact support centre, as well as both collecting contributions and paying out benefits to our customers. We have three teams within the Customer Experience team split across two product teams and a service design team. The product teams own the development of products and services in two key domains; our member (b2c) and employer & third-party 'connectors' e.g. accounting, payroll providers through a b2b channel. Our service design team supports both product teams with design, and evolution of our service design and driving our continuous evolution of our experience design.


• Significant experience 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