Job Description

Location for this position is flexible, we are accepting candidates who are able to work Hybrid in either our Osterley or Leeds office.

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make [Employer hidden] a truly exciting and inclusive place to work.

As a Lead Service Designer in our digital customer experience team, you’ll own the design of world-class customer journeys and service models across sales and service experiences. You’ll lead Service Design across Agile teams, drive service design strategy, and be accountable for outcomes that reflect our brand and meet customer needs.

Sitting within the Customer Experience Centre of Excellence, you’ll contribute to CX strategy, design excellence, and performance across product roadmaps for the UK & Ireland. From joining [Employer hidden] to engaging with our latest services, we’re driven by one purpose: to create better experiences for our customers.

What you’ll do

• Lead across a team of service designers to analyse, define, and improve end-to-end, multi-channels journeys that meet diverse customer needs and align with accessibility standards.
• Drive strategic service design across portfolios, shaping journeys that align with business goals and championing the customer voice.
• Partner with cross-functional leaders in Product, Design, Tech, Ops, and Architecture to deliver joined-up, scalable service solutions that meet real user needs.
• Own the definition, evolution and adoption of service blueprints and journey maps across the customer lifecycle, and develop operational models that enable rather than restrict.
• Work with design leadership to evolve service design methods, improve design operations, and drive adoption of AI-enhanced tools to improve service quality and efficiency.
• Define end-to-end strategies, experience principles, frameworks, customer journeys and CX KPIs that connect digital, assisted, and real-world touchpoints with clarity and consistency.

What you'll bring

• Track record of leading service design and delivering impactful service design outcomes across large-scale digital products, services, and operations.
• Expert-level skills in journey mapping, service blueprinting, stakeholder mapping, workshop facilitation and systems thinking.
• Advanced use of journey maps, empathy maps, and insight repositories to embed customer needs throughout delivery
• Mastery in accessibility, user research methods to understand customer problems and behaviours, and analytics tools (Usertesting, Adobe Analytics) to understand and improve journeys.
• Strong storytelling, stakeholder influence, and resilience in fast-paced, evolving environments.

We’d love to see examples of your work.

If you have a portfolio, or any selection of project artefacts, please share pieces that demonstrate your strengths in the following areas:

• People – How you’ve built, supported, or enabled high‑performing teams.
• Process – How you apply scalable user‑centred design methods to deliver measurable outcomes.
• Position – How you influence strategy and champion design across an organisation.
• Product – How your work has shaped world‑class, app‑first digital experiences, with clear outcomes and impact

If you don’t have a formal portfolio, don’t worry – links, slide decks, case studies or short write‑ups are all welcome. Choose whatever best tells the story of your contribution. But we do need to understand the process, the user needs, business goals, design changes based on evidence gathered, and customer outcomes & business impact.

The Rewards

• [Employer hidden] Q, for the TV you love all in one place
• The magic of [Employer hidden] Glass at an exclusive rate
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• A wide range of [Employer hidden] VIP rewards and experiences

How you’ll work

The hybrid working expectations for this role are 3 days in the office per week. At [Employer hidden], we want to be a community that thrives by being together. Flexible working remains a key part of that.

Your office base

London (Osterley) – Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses. On campus you’ll find 13 subsidised restaurants, cafes, a Waitrose, subsidised gym, cinema, car wash, and beauty salon.

OR Leeds – Our spacious Leeds tech hub is less than a mile from Leeds train station. There’s plenty of parking. You can play pool or table tennis and stay fit at our subsidised gym.

Inclusion

At [Employer hidden] we don’t just look at your CV. We’re more focused on who you are and your potential. We are a Disability Confident Accredited Employer and welcome applications from all candidates. Please flag any adjustments you need to your recruiter.

Why wait?

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you. To find out more about working with us, search #LifeAtSky on social media.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.