[Hiring] Senior Service Designer @Utility Warehouse

Role Description

We are looking for a Senior Service Designer to bring strategic systems thinking, exceptional collaboration, and advanced design craft to Utility Warehouse. In this role, you will help shape seamless end-to-end customer experiences, ensuring that work across our digital, human, and operational touch points aligns to a clear service vision and delivers measurable customer and business outcomes.

While other designers may focus on specific products or touch points, your focus will be on the wider customer journey and the services that support it. You will work on complex, cross-functional initiatives that span multiple business areas, including:

• Digital platforms
• Contact centres
• Back-office operations
• Customer communications

Working closely with Product, Engineering, Operations, and Commercial teams, you’ll help balance customer needs, operational realities, and business priorities to create services that are effective, scalable, and easy to use.

As a Senior Services Designer, you will get stuck into:

• Service Definition: Drive 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.

Qualifications

• Technical Mastery: Demonstrable 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.
• Impact: The ability to shape business direction through deep operational and UX insight.
• Planning & Delivery: You are used to being highly visible across UX, Product, Engineering, and Customer Operations.
• Operational Excellence: You establish best practices for Service Design delivery, documentation, and measurement in complex, multi-service organisations.
• You act as a trusted mentor, supporting designers and product managers across multiple teams.
• Business & Domain Knowledge: 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.

Benefits

• Competitive salary: We benchmark against the industry and will share the salary openly during our first conversation.
• Performance bonus: An annual discretionary bonus ranging from 15-40%.
• Flexible working: We’re a remote-first business.
• Work-life balance: We offer an optional four-day working week (90% pay for 90% impact).
• Work from anywhere: You can work abroad for up to three weeks, twice every tax year.
• Holiday: 25 days plus bank holidays (increasing with tenure), with the option to trade up to five days each year.
• UW discounts: Save on our services and get a free Cashback Card.
• Future planning: Matched-contribution pension scheme and life assurance (up to 4x salary).
• Family first: Policies designed to help you and your family thrive.
• Flexible benefits: An allowance for private health insurance, dental insurance, or gym membership.
• Sabbaticals: An eight-week paid sabbatical after four years of service.
• Growth: A dedicated learning and development budget and bi-annual promotion cycles.
• Inclusion: Join belonging groups that help shape our culture.
• Events: Company-wide celebrations including the ‘Great Big Get Together’ and our ‘Good Hearted Go-Getter Awards’.

Company Description

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings! We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.

The challenge for our customers and Partners, UW just needs to work – there when you need it, and invisible when you don’t. Just like flicking a switch.

Our proposition to customers is simple, but for our technology teams, the behind-the-scenes complexity is what makes it so interesting.