Lead Service Designer

About the role

We’re looking for a Lead Service Designer to join our Digital Technology & Data team in Manchester. In this role, you’ll play a key part in creating services that provide value to our members, working closely with our product teams to make sense of complex systems.

Why this role matters

At Co-op, we’re creating digital products and services that make a real difference to our members, customers, and communities. As a Lead Service Designer, you’ll shape how our services work end-to-end, making sure they’re inclusive and accessible. Your work will help us build fairer, more effective experiences that provide genuine value for our users.

What you’ll do

• Lead the strategic and continuous improvement of services used by our Co-op Funeralcare customers and colleagues
• Collaborate with user researchers and other design colleagues to research, design, and test the end-to-end service experience
• Create service journey and process maps to visualise and improve user flows
• Establish a link between Co-op Funeralcare and our other Life Services business areas
• Adopt a data-informed approach to service design, and encourage others to do the same
• Prioritise accessibility in every design decision
• Collaborate with colleagues across the wider business to improve our ways of working and build a thriving service design community at Co-op

What you’ll bring

• Experience as a Service Designer in agile, multi-disciplinary environments
• A systems-first approach to service design
• A track record of mentoring and coaching other designers
• Experience using measurement frameworks to assess service impact
• The ability to use research to understand user behaviour and motivations
• Good communication skills, with the ability to simplify complex information (e.g., insights)
• Good relationship-building and collaboration skills, with the ability to influence and challenge people inclusively