Design Lead - Service Design

Hours: 36

Salary: Competitive

Location: London

United Kingdom

Apply by: 14/02/2020

Design Lead - Service Design


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About the role

You have considerable experience of advocating UCD and Service Design to stakeholders and are adept at managing teams of people and their development. You will define the way the Service Design specialists work with our multidisciplinary team made up of UX Designers, Reserchers, Product Managers, Marketing and Technology to shape customer experience strategy and improvements.

As our ideal candidate, you have a passion for understanding people, their motivations, their behaviours and the challenges they face. You have excellent observational and analytical skills, the ability to collaborate with other teams, and a relentless determination to do what is right for customers. You will be an advocate for users and user experience research within Tesco challenging user experience problems that impact millions of customers and inspire others to follow suit. You set high standards for yourself and your team.

You will be responsible for

  • Provide leadership, direction and mentorship for a team of service designers; lead innovative and holistic thinking across diverse range of products, platforms and services.
  • Empower your team to define, influence, and drive the service design vision for projects through design and development
  • Be ultimately responsible for all design output from your team. Review and provide feedback for artifacts generated by your team
  • Advocating the design discipline and champion design driven culture across the business
  • Lead design for some of Tesco’s most important projects
  • Work with multidisciplinary teams across the business to Identify core customer missions, create user journeys and experiences that let our customers use our products seamlessly.
  • This role will best suit an individual who embraces unique skillsets of each team member and seeks team effort over individual achievements, is well organised, pragmatic and a lateral thinker with an inquisitive mind who is motivated to make change for the better and, most importantly, puts our customers first.

You will need

You’ll need to have demonstrated experience of:


  • A portfolio that demonstrates proficiency in design across different mediums, strong story-telling skills, and the ability to communicate compelling user experiences
  • Mastery of the design process; in particular for solving innovation challenges
  • A passion for learning about the world, human behaviour, and the motivations that lie beneath the surfaces
  • The ability to synthesise research into concrete recommendations and communicate them to business audiences
  • A passion for conceiving, developing and prototyping solutions that delight consumers and create value for clients
  • The ability to work in dynamic, often ambiguous conditions, both individually and in a team
  • A highly collaborative nature and a desire to work with those from other disciplines
  • Strong written and spoken communication skills
  • Technical proficiency with all of the main design tools such as Sketch and Adobe Suite
  • Adept at using the Microsoft Office suite

  • Excellent design qualifications plus at least 5 years of consulting experience in Innovation, Design Strategy, Service Design or other relevant industry.

What’s in it for you

  • An annual bonus scheme which you can achieve up to 3.5% of base salary
  • Colleague Clubcard (including a 2nd card for a family member) after 6 months service with 10% off most purchases at Tesco
  • Holiday starting at 25 days plus a personal day
  • A retirement savings plan - 4%-7.5% contribution rate
  • Life Assurance - 5 x contractual pay
  • Buy As You Earn Scheme which allows you to buy Tesco shares and save tax after 3 months of service
  • Save As You Earn Scheme which gives you the opportunity to save direct from your pay for three or five years with the option of using your savings to buy Tesco shares at a discounted price after 1 year of service
  • Access to Tesco Learning and Development Academy, Safari Bookshttps://www.safaribooksonline.comandPluralsight Technology Learning Platform
  • Deals & Discounts through Tesco including Tesco Mobile & Tesco Bank
  • Deals and Discounts through many other external businesses
  • Cycle to work and Car Share Schemes

About us

We are looking for a Service Design Lead who can see the possibility in every opportunity - from large transformational projects on big budgets to the small incremental quick wins that will provide millions of our customers with immediate improvements. Together with our design team you will help to develop long term vision along with the strategy for the future of design in Tesco.

Application process

Our office application process varies depending on the role and the level of experience needed.

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