Head Of Service Design - Remote Eligible

Head Of Service Design

This senior leadership role sits at the intersection of product, service, and experience design, with responsibility for shaping how digital platforms and human-led services work seamlessly together. You will define and lead the overall design vision, ensuring consistency across UI/UX, service design, and research practices. The role combines strategic leadership with hands-on contribution, requiring you to actively shape key design decisions while building a high-performing team. You will establish foundational design systems, standards, and methodologies that guide cross-functional teams across multiple product areas. A key focus is designing integrated human–AI experiences that enhance operational efficiency and user outcomes. This is a highly influential position, working closely with product, engineering, and operations leadership in a fast-evolving, technology-driven environment.

Accountabilities:

• Define and lead the end-to-end service and product design strategy across digital platforms and human service touchpoints.
• Build, own, and evolve a scalable design system, including interaction patterns, UI components, and accessibility standards.
• Lead the design of integrated human–AI service experiences, mapping full customer journeys and key interaction moments.
• Partner closely with product managers to influence domain-specific design decisions and ensure strong design quality across teams.
• Establish and scale product research practices that inform product strategy and decision-making across multiple domains.
• Participate in platform-level governance, ensuring design alignment with product, engineering, and operational teams.
• Recruit, lead, and mentor a small but high-impact design team across UI/UX, service design, and research functions.

Requirements:

• 10–12 years of experience in product, service, or experience design, including 3–4+ years in leadership roles.
• Proven ability to build and lead multidisciplinary design teams while remaining hands-on in design work.
• Strong expertise across UI/UX, service design, and product research, with the ability to operate across all three.
• Experience designing end-to-end service experiences that integrate digital products with human service delivery.
• Background in enterprise B2B environments, ideally within regulated or complex industries.
• Demonstrated experience building or owning design systems used across multiple products or platforms.
• Strong understanding of user-centred design, accessibility standards (WCAG), and inclusive design principles.
• Experience working with AI-enabled or automation-driven products, including human–AI interaction design (strong advantage).
• Excellent communication and stakeholder management skills, with the ability to influence senior product and engineering leaders.
• Collaborative, structured, and highly accountable approach to leadership and decision-making.

Benefits:

• Competitive annual salary of £85,000 plus company benefits.
• Fully remote working model within the United Kingdom.
• 25 days of annual leave plus bank holidays.
• Private medical insurance, dental cover, and health assessments.
• Life assurance and additional financial protection benefits.
• Salary sacrifice schemes including tech, retail vouchers, and home equipment.
• Cycle-to-work scheme and discounted gym memberships.
• Employee referral programme and additional perks supporting wellbeing and lifestyle flexibility.