Senior Service Designer

• Join UW (Utility Warehouse), the UK provider that bundles energy, broadband, mobile and insurance into one bill, in a flexible hybrid role from a London hub. • Shape seamless end-to-end customer experiences across digital, human and operational touchpoints. • Focus on the wider customer journey rather than individual products or screens. • Work on complex initiatives spanning digital platforms, contact centres, back-office operations and customer communications. • Report to the Head of UX and act as a subject matter expert for the wider team. • Balance customer needs, operational realities and business priorities.

• Bring demonstrable UX design experience with a specialism in end-to-end service planning and delivery across channels. • Show deep expertise in service blueprinting at scale, journey mapping and applied systems thinking. • Shape business direction through deep operational and UX insight. • Work highly visibly across UX, Product, Engineering and Customer Operations. • Establish best practices for service design delivery, documentation and measurement in complex organisations. • Mentor designers and product managers on blueprinting, systems mapping and operational realities. • Bring experience from a highly regulated consumer services sector such as energy, telco or financial services. • Partner with leadership to define success metrics for reducing friction and increasing self-serve adoption. • Show proven experience coaching designers and product managers in design thinking. • Work on a flexible hybrid basis from a London hub.

• Bring experience designing self-serve journeys alongside human escalation pathways. • Show experience working with contact centre and back-office operations teams. • Bring experience navigating technical debt and process constraints in service design. • Show experience maturing a service design practice and its standards.

• Create service blueprints and customer journey maps covering front-stage and back-stage processes. • Help shape the service strategy for the whole customer lifecycle, reducing friction and growing digital adoption. • Prioritise the roadmap around the most critical journey stages. • Design unified experiences across digital and non-digital channels. • Define the strategy for effective self-serve and supportive human escalation. • Embed with operational teams so designs are scalable and grounded in reality. • Align roadmaps with Product Owners, Engineers and Operations Managers. • Translate research and design strategy into insights that guide senior stakeholders. • Lead the maturity of the service design practice and coach peers in systems thinking.

• Discuss salary openly in the first conversation, benchmarked against the industry. • Earn an annual discretionary bonus of 15–40%. • Opt into a four-day working week on 90% pay for 90% impact. • Work abroad for up to three weeks, twice every tax year. • Enjoy 25 days’ holiday plus bank holidays, increasing with tenure, with the option to buy up to five more. • Take an eight-week paid sabbatical after four years of service. • Join a matched-contribution pension scheme with life assurance up to 4x salary. • Choose flexible benefits such as private health insurance, dental insurance or gym membership. • Save on UW services and get a free Cashback Card. • Use a dedicated learning and development budget with bi-annual promotion cycles.

UW (Utility Warehouse) is on a mission to take the headache out of utilities by providing them all in one place, combining energy, broadband, mobile and insurance into a single bill. The company is aiming to double in size as it helps more people stop wasting time and money. Its technology teams handle the behind-the-scenes complexity that keeps the customer proposition simple.