Location
Canary Wharf, London

Hours
Flexible and agile working arrangements available including hybrid office and home working, reduced or varied working hours and days, compressed hours, and job share options (subject to role requirements). Expectation to attend the office once or twice a week or more as required.

Salary
£95,000 per annum

About the Role
We are seeking a Head of Service Design to lead and own our overall approach to service and experience design across all platforms, touchpoints, and channels. This newly created role is pivotal in supporting our Product teams in both member and B2B sectors to ensure a customer-centric approach to product design and experience. Working closely with Heads of Product and the Brand team, you will maintain and champion our design principles and ensure alignment with our strategic delivery partners.

Nest is the UK’s largest workplace pension scheme with over 12 million customers and more than £55 billion in assets under management. The Service Design team plays a critical role in driving customer experience and service design excellence across the organisation.

If you have a passion for customer experience and service design, and want to contribute to a major transformation journey within a regulated business, we would love to hear from you.

Directorate Overview
Nest is undergoing an exciting transformation to continue delivering and growing our business. The Customer Experience team, part of the wider Experience team which includes Brand & Marketing and Propositions, is responsible for shaping user-focused experiences across all customer groups including members, employer providers, and distribution partners. We prioritise continuous feedback, prototyping, and data-driven decision making to refine and enhance our products and services.

Organisational Overview
Nest is an award-winning workplace pension scheme established by the government to provide every UK worker with a place to save. We pride ourselves on responsible investment practices, strong governance, and an inclusive, flexible workplace culture where everyone can be their authentic selves.

Diversity, Equity and Inclusion
We welcome applicants from all backgrounds and are committed to fair treatment regardless of age, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion or belief, sex, sexual orientation, or socio-economic background. We value diversity of thought and neurocognitive variation. Nest is a Disability Confident Leader and encourages applicants with disabilities to apply.

Experience
- Proven experience leading service design or user experience functions, ideally within a regulated business or a design agency supporting regulated clients.
- Strong understanding of end-to-end service design methodologies and tools such as Figma, Adobe XD, and Miro.
- Demonstrable track record of successful service transformation within organisations undergoing significant change is a plus.
- Experience leading multidisciplinary teams and managing external technical delivery partners.
- Knowledge and application of accessibility, inclusive design, and design standards.
- Ability to communicate complex design concepts effectively to diverse audiences including senior leaders and executive committees.

About You
Passionate about customer experience and service design with a collaborative mindset. You are a strategic thinker who can inspire and lead teams while maintaining a strong focus on user-centred design principles. You embrace change and are motivated to contribute to a large-scale transformation.

Qualifications
While specific qualifications are not detailed, a portfolio demonstrating your design thinking approach and application of service design principles is essential. We value potential and offer a generous training budget to support your development.