Service Design Lead

Service Design Lead

WPP is the trusted growth partner for the world's leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. We have been building the world's most valuable brands for 50 years and have global reach across 100+ markets, with deep local expertise. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities. Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore. WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

WPP Open Change and Enablement team is at the heart of empowering WPP's vast network of agencies and clients with cutting-edge technology, streamlined processes, and collaborative platforms. We drive and foster the change that drives efficiency, differentiation, and connectivity across the globe, ensuring our people can work at their best and our agencies can deliver exceptional results for their clients. Our mission is to accelerate WPP's digital transformation and foster a culture of continuous improvement.

WPP is undergoing a significant transformation, unifying our global agency network with a cutting-edge, AI-enabled marketing platform. This requires a profound shift in how our 100,000 employees' work. As part of the Change and Enablement team, we are seeking a Lead Service Designer to be at the forefront of this change, orchestrating seamless, intuitive, and efficient customer and employee experiences that drive platform adoption and embed new ways of working across our diverse global operations.

As the Lead Service Designer, you will be a strategic force, shaping the future of the ways of working and end-to-end employee journey for our AI-enabled marketing platform. You will lead complex service design initiatives focused on Journey Management, System Thinking, Service Offerings, and Service Ecosystems, ensuring that every interaction, process, and touchpoint is optimized for clarity, efficiency, and interoperability, ultimately making work "just work" for our global workforce. You will collaborate closely with researchers to leverage insights that inform your design.

You Will:

• Lead End-to-End Service Experience Design: Orchestrate the definition and management of employee journeys, leveraging insights from research to identify opportunities for improvement and innovation related to the new marketing platform and its associated workflows.
• Apply system thinking principles to design and optimize complex service ecosystems, ensuring interoperability and seamless integration across various tools and processes.
• Design and prototype innovative service concepts and touchpoints for the platform's adoption, including onboarding, daily usage, and support mechanisms.
• Develop and define core service offerings that streamline processes and enhance interoperability across global agencies.

• Drive Strategic Collaboration & Integration: Facilitate high-impact workshops with global stakeholders and employees to co-create comprehensive service blueprints and ecosystem maps that span diverse agency needs and processes.
• Collaborate closely with Behavioral Designers to embed deep behavioral insights into service flows, actively driving platform adoption and the shift to new ways of working.
• Partner with Instructional Designers to ensure seamless integration of learning pathways within the service experience, supporting rapid upskilling and platform fluency.
• Work in partnership with dedicated researchers to leverage qualitative and quantitative insights that inform journey mapping and service design decisions.

• Champion Design Excellence & Mentorship: Champion enterprise service design best practices and methodologies, ensuring alignment with the Senior Director's vision for process standardization and interoperability within the Change and Enablement mandate.
• Mentor and provide strategic guidance to Senior Service Designers and Service Designers, fostering their growth and expertise in large-scale organizational transformation.
• Present compelling design solutions and strategic rationale to diverse internal stakeholders, effectively incorporating feedback from global teams.

• Measure Impact & Optimize: Contribute to defining and tracking key performance indicators (KPIs) related to service efficiency, adoption, and employee satisfaction for the platform.
• Identify and reduce friction points across the employee journey to accelerate time to proficiency and improve onboarding and enablement experiences.

What you'll need:

• 8+ years of progressive experience in Service Design, with a proven track record of leading initiatives within large-scale enterprise digital transformation or organizational change programs.
• Deep expertise in Journey Management, System Thinking, Service Offerings, and Service Ecosystems design.
• Demonstrated expertise in designing for internal employee experiences within complex, global, matrixed organizations.
• Proficiency in service design tools and methodologies (e.g., journey mapping, service blueprinting, stakeholder mapping, value proposition design) with an emphasis on internal employee experiences.
• Strong understanding of how to leverage user research findings to inform design, and experience collaborating effectively with research teams.
• Exceptional facilitation, communication, and visual storytelling skills, capable of engaging and influencing diverse internal audiences at all levels.
• Proven ability to design process standardization and interoperability across complex systems and varied business units.

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures for our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?