Service Design Lead

Service Design Lead

Come and make a difference at Karbon as a Service Design Lead.

About the Role

We're looking for a passionate and skilled individual to lead the redesign and transformation of services at Karbon. This newly created role is part of our growing transformation programme and provides an exciting opportunity to lead end to end service redesign across a diverse range of services, ensuring that every change is driven by customer needs, delivers operational efficiency, and provides value for money.

Working across Karbon, you will bring together colleagues, customers and stakeholders to understand current experiences, identify opportunities for improvement, and design future state services that are simpler, more effective and deliver better outcomes. The redesign will cover all aspects of people, process and technology.

At the heart of this role is a commitment to putting customers first. You will champion customer centric design and ensure that customer insight, feedback and data inform every stage of service design and transformation.

Qualifications

• Strategic thinker with a passion for creating services that better serve customers and colleagues.
• Proven experience in adopting and delivering service design techniques with a track record of end to end service redesign within complex organisations.
• Strong knowledge of customer centred design methodologies, service blueprinting, customer journey mapping and process improvement techniques.
• Ability to turn customer feedback and insight into practical improvements, shaping better services and journeys.
• Strong communicator and team player, able to build relationships with colleagues and stakeholders while managing their own workload effectively.
• Motivated to make a difference, bringing a collaborative, innovative, and customer focused approach to everything they do.

Key Details

• Role: Service Design Lead - fixed term until 31 August 2028.
• Salary: £55 385 per annum plus a Karbon car payment of £2 405 per annum.
• Location: Gosforth or Stanley.
• Regular travel to Karbon offices.
• Hours: 37 hours per week with agile working.
• We recognise the contribution people with criminal records can make. The role is covered by the Rehabilitation of Offenders Act 1974 (ROA). Candidates will be asked to submit a basic disclosure and barring check during pre employment checks.

Benefits

• 26 days annual leave (rising to 31 after 3 years).
• Birthday leave.
• Occupational pension.
• Health cash plan.
• Flexible benefits pot.
• Access to funding for qualifications, conferences and learning events.

Why Join Us?

We offer a generous benefits package to support your wellbeing and development, and we are proud to be an inclusive employer. We welcome applications from people of all backgrounds, identities and experiences, and guaranteed interview opportunities for those with disabilities who meet the essential criteria.