Lead Service Designer, Utility Warehouse
+ An annual discretionary bonus ranging from 15-40%
2+ days a week in office
Multiservice utilities provider
Job no longer available
Multiservice utilities provider
1001+ employees
Job no longer available
+ An annual discretionary bonus ranging from 15-40%
2+ days a week in office
1001+ employees
Company mission
To be the nation’s most trusted utility supplier by simplifying home services, helping customers to stop wasting time and money.
Role
Who you are
- Significant years of experience in UX design with a specialism in end to end Service planning and delivery across multiple channels
- Deep expertise in service blueprinting at scale, end-to-end journey mapping and applied system thinking You are respected as a knowledgeable leader whose work influences priorities far beyond digital screens and into the contact centre
- The ability to shape business direction through deep operational and UX insight
- You are used to being highly visible across UX, Product, Engineering, and Customer Operations
- Experience of working within highly-regulated consumer services sector (Energy, Telco, Financial Services)
- The ability to partner with leadership to define success metrics for reducing customer friction and increasing self-serve adoption
- Leadership & Culture: Proven experience of proactively mentoring and coaching Designers and Product Managers in design thinking
- Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!
What the job involves
- We looking to hire our first Lead Service Designer, to drive strategic systems thinking, exceptional collaboration, and advanced design craft at Utility Warehouse. You will be responsible for defining the bar for seamless, end-to-end customer experiences, ensuring that work across our digital, human, and operational touchpoints aligns with a clear Service Vision and delivers measurable user and business outcomes
- While other Leads focus on specific product interfaces, your "domain" is the full customer lifecycle. You will lead complex, multi-service initiatives that span entire business units (digital platforms, contact centres, back-office operations, and digital/non-digital communications)
- You will be a respected guide to Heads of Product, Engineering Leads, and senior cross-functional stakeholders, guiding them to make decisions that balance customer needs, operational feasibility, and commercial priorities across all five of our core services
- As a Lead Services Designer, you you'll get stuck into.
- Lead Service Definition: Own the creation of Service Blueprints and Customer Journey Maps, ensuring accuracy across both front-stage digital interactions and back-stage operational processes
- Strategic customer experience: Help to shape the Service Strategy for the entire customer lifecycle, ensuring it supports the goals of reducing customer friction and maximising digital adoption. You will prioritise the roadmap by selecting work that impacts the most critical journey stages
- Architect Cross-Channel Flows: Design unified experiences across digital and non-digital channels, defining the strategy for effective self-serve and clear, supportive human escalation pathways
- Ensure Operational Feasibility: Embed with operational teams to navigate process constraints and technical debt, ensuring service designs are not just desirable but scalable and grounded in reality
- Drive Strategic Alignment: Partner with Product Owners , Engineers and Operations Managers to align roadmaps and decision-making with the holistic service vision
- Influence Leadership: Translate research and design strategies into actionable insights, effectively guiding decision-making with senior stakeholders including Operations and Commercial leads
- Elevate Practice Standards: Lead the maturity of the Service Design practice by establishing standards for mapping and metrics, while coaching peers in Systems Thinking
- Cultivate Design Maturity: Mentor and coach peers (including UX Designers and Product Owners) to adopt a Systems Thinking approach, broadening their scope to consider the wider operational and business context
- You'll be joining a high energy, creative UX team with a clear passion to drive improvements to our Customer experience. Reporting to the Head of UX, you'll act as a subject matter expert for the wider team. This role requires a lot of cross functional working with both Product and Engineering teams as well as large parts of our Customer operation
- You establish best practices for Service Design delivery, documentation and measurement in complex, multi-service organisations
- You act as trusted mentor, supporting designers and product managers across multiple teams. Specifically, you will mentor the Service Designer and other designers on advanced service blueprinting, systems mapping, and aligning design decisions with operational realities
Application process
- Claire Fennell will be your point of contact throughout the recruitment process
Salary benchmarks
Our take
Budgeting for a household is no easy task, especially when you've got to keep track of various bills from different providers. That's why Utility Warehouse provides customers with all their home services – including energy, broadband, mobile and insurance – in one simple, monthly bill.
The company says that this all-in-one approach ‘makes budgeting so much easier’ for customers, which is backed up by a strong customer services record. Though it does not advertise heavily, its partners are given incentives to sign up new customers, which has contributed to its impressive growth thus far.
Boasting over 1 million customers across the services they sell, Utility Warehouse is one of the largest energy providers outside the 'Big 6'. Its unique approach, and established footing in the market, should ensure it continues to compete with other challengers as the utilities sector further evolves.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"My manager is always looking to create more opportunities for me to have my voice heard and be stretched into areas I've not necessarily worked in..."
Company benefits
- An industry benchmarked salary. We’ll share it during your first conversation
- Annual discretionary performance based, annual bonus scheme
- Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)
- Holiday trading- buy & sell up to 5 days holiday each year
- Discount on our services and you get our coveted Cashback Card for free. You’ll also get access to 100s of rewards and discounts through Perkbox
- A matched contribution pension scheme and life assurance up to 4x your salary. You can also access free mortgage advice and a financial wellbeing tool
- Save as You Earn scheme
- Family-friendly policies, designed to help you and your family thrive
- Flexible benefit choices such as Private health insurance, a free Virtual GP, Gym discounts and wellbeing apps
- Electric Car salary sacrifice scheme through Tusker
- Belonging groups that help UW shape an even more inclusive future
- A commitment to helping you develop your career journey through learning, coaching and new experiences
Company values
- We’re people helping people: Because it keeps us real
- We’re open, empathetic, and foster belonging
- We get it done together: Because it helps us get things done
- We keep things simple, take ownership, and win together
- We’re all about results: Because we're ambitious
- We’re impact-focused, daring, and spirited
Company HQ
Farringdon, London, UK
Leadership
Stuart Burnett
(CEO)Stuart began his career as a corporate lawyer before working in several notable insurance firms. He joined UW in 2016 and has held several leadership roles, becoming CEO in 2021.
People progressing
Kerry
Joined as an Electricity Operations Analyst. Promoted 6 times and is now Head of Energy Operations.
Diversity, Equity & Inclusion at Utility Warehouse
Stuart Burnett (Co-CEO)
- We’re a unique bunch of people here at UW – and that’s just how we like it. We embrace different perspectives, experiences, and personalities, creating an inclusive environment where people feel they can belong
- We write job description requirements as minimally as possible to encourage candidates who may exclude themselves to apply, and the Recruitment team work with our hiring managers to minimise bias in the hiring process
- We have a number of active Employee-led Inclusion groups - Menopause Support Pride, Women in Leadership Carers Support
- We openly publish our D&I results internally and externally as well as our targets for improvement.
- We put on unconscious bias workshops and training for all team members
- We provide mental health support and other wellness initiatives to support all our team members
- We are a member of the Women in Utilities network and actively support opportunities for mentoring through the group
- We provide inclusive leadership learning to all people leaders at UW
- We have committed to the Race at Work Charter
- We have an active, zero-tolerance, Harassment and Bullying policy
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