Service Design Lead

City of London Permanent View Job Description
The role of Service Design Lead in the hospitality industry involves shaping customer experiences through innovative service design strategies. This position is based in London and requires expertise in designing and implementing customer-centred solutions for high net worth individuals.
  • huge opportunity to lead the global wellness retreat space from a London hub
  • Own the end to end design and implementation of customer experience

About Our Client

Our client is an ambitious, high‑growth startup on a mission to redefine the global wellness landscape. Backed by significant financial investment, they are building a world‑class wellness retreat concept that blends cutting‑edge wellbeing practices, luxury hospitality, and personalised care. Their flagship retreat will launch in the Emirates, setting the standard for a global portfolio of transformative wellness destinations.

With a lean, London‑based team operating at pace, the organisation combines the agility of a startup with the stability and vision that comes from strong backing and long‑term ambition. This is a unique opportunity to join early, shape foundational experiences, and contribute to the creation of a category‑defining brand in premium health and wellness.

Job Description

  • Develop and implement service design strategies to enhance customer experiences.
  • Collaborate with a cross-functional team to ensure seamless service delivery.
  • Analyse customer journeys and identify areas for improvement.
  • Lead workshops and brainstorming sessions to gather insights and ideas.
  • Design innovative solutions that align with business goals and customer needs.
  • Monitor and evaluate the performance of implemented service designs.
  • Stay updated on industry trends and incorporate best practices into strategies.

The Successful Applicant

A successful Service Design Lead should have:

  • 5+ years of experience in service design or a related field
  • Strong analytical skills to evaluate customer journeys and identify opportunities for improvement.
  • Proficiency in design tools and methodologies relevant to service design.
  • Excellent communication and collaboration skills to work with diverse teams.
  • A creative mindset to develop innovative and customer-focused solutions.
  • Knowledge of industry trends and best practices in service design.
  • Ability to manage multiple projects and meet deadlines effectively.

What's on Offer

  • Highly competitive salary
  • Permanent position based in London with opportunities for professional growth.
  • International work travel to the UAE and wider.
  • Work in an environment committed to customer satisfaction and innovation.
  • Work for a future leader in the global wellness retreat space



If you are ready to take on the exciting role of Service Design Lead, apply today to be part of a forward-thinking start up.

Contact
Chris Kolston
Quote job ref
JN-022026-6957450
Phone number
+442072691735

Job summary

Job function
Marketing & Agency
Subsector
Business Services
Sector
Leisure, Travel & Tourism
Location
City of London
Contract type
Permanent
Consultant name
Chris Kolston
Consultant phone
+442072691735
Job reference
JN-022026-6957450