Service Design Lead

  • Design
  • Permanent
  • London

  • Expertise

    Educated to graduate level in an appropriate discipline, you will have at least 10 years’ experience in digital, with a substantial cross-sector record of delivering market-leading multi-channel solutions for major brands.

    You will have broad expertise in defining customer experience blueprints and the strategies for delivering against them. Previous roles will have included the planning and leading of qualitative and quantitative user, consumer and stakeholder research.

    In responding to new business opportunities, you’ll be able to shape proposals by defining approaches, resource plans and costs, and will contribute to the creation of response documents to communicate these things clearly and compellingly.

    You will work collaboratively in cross-functional, agile teams with other service designers, UX consultants, visual designers, technologists, business consultants and clients.


    Plan, lead and facilitate stakeholder, customer and user workshops, interviews and other research activities; synthesise the outputs from these activities
    Work collaboratively to envision service concepts based on research findings
    Be responsible for the delivery of a wide range of high-quality service design artefacts
    Build, direct, mentor and lead your team towards the creation of industry-leading solutions
    Contribute to RMA business development activities by collaborating on the creation of proposals and the delivery of client pitches.
    Help to shape and deliver new propositions alongside the Client Services Team

    Who you are

    You are equal parts explorer, thinker, facilitator and craftsman. You are a champion for the principles and goals of user- and customer-centric design, and you love a challenge.

    You have excellent written and verbal communication skills, are confident and engaging in front of clients, a natural listener, and have an uncanny ability to think on your feet and to ask the right question. You have a natural ability to get your head round complex domains quickly, and to articulate complex ideas succinctly and clearly.

    You have a deep understanding of and fascination with how people tick, and an innate desire to solve for their needs. You’re able to think logically and to apply that thinking creatively, with one eye on the grand vision and the other on the detail. You see opportunities for improvement everywhere you look, and are curious, passionate and tenacious in pursuit of best-imaginable experiences.

    You’ll have experience of leading teams including other service designers, UX researchers and designers to deliver end-to-end propositions. You’ll have broad knowledge of current and emerging technologies, and of the digital economy.

About RMA

RMA is part of NTT DATA, a leading IT services provider that operates in over 40 countries and employs 76,000 people. NTT DATA is part of the NTT Group, a Fortune Global 100 company and world-leading IT innovator that invests $2.2billion yearly in R&D.