Lead Service Designer 

ABOUT WONGDOODY  

We are a Human Experience Company. 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. And because we are powered by Infosys, we have the skills and scale to build anything we can imagine, and to deliver it anywhere in the world. 

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. Commerce: we believe there is no store of the future, only the consumer of the future. 

To learn more about us and see our work visit https://wongdoody.com/. To learn more about job opportunities, please visit our Careers page at http://www.wongdoody.com/careers/ 

ROLE SUMMARY 

We are looking for a driven Lead Service Designer who thrives on solving complex challenges. You are a strategic thinker—always on the lookout for interesting insights to bring the work and thinking to the next level, and you take a holistic approach and inspire those around you to look at end-to-end human experience beyond simply a product being created. 

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. 

RESPONSIBILITIES 

  • 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 
  • Develop, advocate for, and execute the appropriate approaches or delivery methods to best address different contexts and requirements, including measuring and evaluating outcomes  
  • 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 
  • Own and grow client relationships 
  • Work with other leaders and stakeholders to continuously identify spaces where service design can add value and help scope related projects and deliverables 
  • Inspire the team and the client to push thinking further and to consider taking on a more daring, audacious, and innovative direction 
  • 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 

QUALIFICATIONS 

  • 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 
  • The tendency to thrive in an action in a fast-paced, sometimes ambiguous environment 
  • A solid understanding of other disciplines (such as client engagement, technology, delivery, UX, and strategy) needed to create brilliant experiences 
  • A proactive, can-do attitude, sense of humour and a desire to drive the business forward! 

 

ADDITIONAL INFORMATION 

TO APPLY: For full consideration please upload a CV and links to your portfolio.  

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. Candidates from diverse backgrounds strongly encouraged to apply. 

All your information will be kept confidential according to EEO guidelines. 

 

BENEFITS 

  • Private Medical Insurance 
  • Life assurance 
  • Pension 
  • Income protection 
  • Cycle to Work 
  • Summer Hours 
  • Employee Assistance Program 
  • Regular team socials 
  • Hybrid Working providing flexibility to work from our fabulous studio in Old Street and from home 

 

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in WongDoody’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.