Job Description:

Service Design Lead – Shape Better Services for Residents

Are you passionate about designing services that genuinely improve people's lives?

At Peabody, we're looking for a Service Design Lead to help transform how we deliver services for residents and colleagues. Working closely with teams across the business, particularly Repairs and Complaints, you'll use insight, research and human-centred design to improve customer journeys, solve complex problems and deliver meaningful change.

This is an exciting opportunity to influence major organisational priorities and help create services that are simpler, more effective and designed around the people who use them.

What you'll be doing

• Lead service design projects from discovery through to implementation and continuous improvement.
• Use research, customer feedback and operational insight to identify opportunities and improve resident journeys.
• Facilitate workshops and co-design sessions with residents, colleagues and stakeholders.
• Develop practical, evidence-based solutions that improve customer outcomes and service performance.
• Collaborate across teams to embed human-centred design principles and support lasting change.

What you'll bring

• Experience in Service Design, Human-Centred Design, UX, Product Design or a related discipline.
• A track record of delivering measurable service improvements and enhancing customer experiences.
• Strong stakeholder engagement, facilitation and communication skills.
• The ability to turn complex challenges into simple, user-focused solutions.
• Experience using research and insight to inform decision-making and service design outcomes.

For further information on the role and key requirements, please refer to the attached role profile.

Why Join Peabody?

Our values guide everything we do: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises and Pull Together.

We offer:

• Flexible and hybrid working.
• 30 days annual leave plus bank holidays.
• Up to 10% pension contribution.
• Two paid volunteering days each year.
• Flexible benefits and employee discounts.

Please Read Before Applying

As part of your application, you'll be asked to provide an example of a service, process or customer journey that you've designed or significantly improved, outlining the challenge, your approach and the impact achieved.

Interviews will be held in person at our Westminster Bridge Road office on Wednesday 16 September.

Peabody does not provide visa sponsorship.

We reserve the right to close this advert early if sufficient applications are received.