Job Description
Human experience is not just what we do, it’s who we are — a highly collaborative collection of global experts building experiences that can help transform businesses. Brand Engagement: we create fully integrated campaigns that live on the largest media stages. Customer Experience: we design next-generation products, services and experiences that drive brand engagement and growth end to end. To learn more about us and see our work visit To learn more about job opportunities, please visit our Careers page at We are looking for a driven Lead Service Designer who thrives on solving complex challenges. The role reports into WongDoody’s Head of Service Design EMEA. The ideal candidate for this role is a true practitioner, who is adept at engaging clients from c-suite to product owners on how service design and human-centric strategic thinking can help solve their challenges. You must be comfortable with leading workshops with clients, collaborating with designers, developers and BAs, and planning and executing research. As a Lead Service Designer, you will play a critical role in shaping and improving the end-to-end experiences for our customers by leading service design initiatives across the organization. You will be responsible for developing and implementing service design strategies that align with business objectives and customer needs. This role requires a deep understanding of design thinking, human-centered design principles, and the ability to collaborate effectively with cross-functional teams to drive innovation and excellence in service delivery. Lead on a global adoption programme for a large, complex client, including running workshops for senior stakeholders to create a holistic understanding and roadmap across experience, business processes, technology and data Lead and/or support cross-functional teams (including Strategy, Product Design, Development, BA, etc.) and partners to deliver top quality strategic and creative outputs on projects and accounts Draw insights from data collected through quantitative and qualitative methods and effectively communicate them to the team and the wider organization to inform strategic deliverables Help teams to manage and visualise outcomes, prioritise work and adhere to agreed project priorities and scope Work with other leaders and stakeholders to continuously identify spaces where service design can add value and help scope related projects and deliverables Work with our own Product Design and Design Engineering teams and the Infosys teams to ensure your vision is translated into the live product Contribute to the development of service design practice tools, methodologies and applications and inspire innovative approaches and techniques Experience working at leading digital agencies within a senior level Service Design, Experience Strategy, or UX role A strong portfolio of complex, digital experiences that demonstrates applied experience of service design methodologies Excellent communication and stakeholder management skills including being able to foster collaboration, explain rationale, align and persuade stakeholders, drive conversations, and build client relationships A solid understanding of other disciplines (such as client engagement, technology, delivery, UX, and strategy) needed to create brilliant experiences WongDoody is a proud Equal Employment Opportunity employer where we are committed to creating an equitable, diverse and inclusive workspace regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity. We are intentional about creating a space which not only celebrates and embraces, but also reflects the diversity of the world we live in. Private Medical Insurance Life assurance Pension Cycle to Work Summer Hours Employee Assistance Program Hybrid Working providing flexibility to work from our fabulous studio in Old Street and from home