Lead Service Designer

We’re looking for a Lead Service Designer (Parental cover 10-11 months) to orchestrate seamless, end-to-end experiences across one of the most complex and creative supply chains in the world. You’ll bridge strategy, systems thinking, and human insight to help us deliver every brick — and every smile — more efficiently than ever.

Core Responsibilities

• Strategic vision & alignment
  Develop and execute an end-to-end supply chain service strategy that supports business objectives and long-term plans. Gain buy-in from senior leaders and communicate clearly across functions.
• End-to-end journey management
  Lead the design and continuous improvement of user journeys and processes across all supply chain touchpoints.
• Service blueprinting & documentation
  Create and maintain detailed service blueprints, customer journey maps, and system maps to visualize current and future states – identifying bottlenecks, pain points, and opportunities.
• Research & data-driven insights
  Plan and conduct qualitative and quantitative research with diverse stakeholders (suppliers, warehouse staff, logistics partners, customers). Use data and KPIs to guide decisions and measure impact.
• Cross-functional collaboration & facilitation
  Act as a connector across teams, leading workshops and co-design sessions with Product, Engineering, and Business to ensure smooth integration of solutions.
• Prototyping & implementation support
  Prototype complex ideas and partner with product teams to ensure effective, agile implementation. Help teams adapt quickly to changing priorities.
• Leadership & mentorship
  Coach and mentor designers and cross-functional peers in service design, systems thinking, and human-centered approaches.

Play your part in our team succeeding

As our Lead Service Designer focused on Supply Chain, you’ll be an expert practitioner responsible for orchestrating the end-to-end experience of our complex ecosystem.
You’ll connect business operations, product teams, and user needs – from suppliers to warehouse teams – to build a holistic, data-driven strategy for a seamless, resilient supply chain.
This role calls for a systems thinker who can influence senior stakeholders, navigate complexity, and embed user-centered design practices across the LEGO Group.

Do you have what it takes?

• Experience: Experienced in service design or related fields within complex environments — ideally supply chain, logistics, or large-scale operations. A strong portfolio demonstrating service design methodology is required.
• Systems thinking: Ability to understand and design within interconnected systems and services.
• Analytical mindset: Strong data interpretation and problem-solving skills to identify root causes and craft effective solutions.
• Communication & influence: Exceptional ability to align and influence senior stakeholders, communicating design rationale clearly.
• Technical proficiency: Comfortable with tools like Miro, Figma, and Dovetail.
• Leadership: Proven record of mentoring others and managing complex cross-functional initiatives.

Bonus Skills

• Takes initiative and ownership – you don’t wait to be told.
• Highly collaborative, with contagious enthusiasm and a growth mindset.
• Experienced in championing design maturity and cross-organizational collaboration.
• Skilled at leading design culture efforts where communication and initiative drive success.