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). There is an 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 Nest’s platforms, touchpoints, and channels. Nest is the UK’s largest workplace pension scheme with over 12 million customers and more than £55 billion of assets under management. This newly created role will lead the Service Design team, supporting Product teams in both member and B2B sectors to ensure a customer-centric approach to product design and experience across all channels.

Working closely with Heads of Product and the Brand team, you will own and maintain design principles and ensure alignment with our strategic delivery partners to uphold design standards. This is a key leadership role within the Customer Experience team, which is responsible for transforming existing products and launching new ones that customers love and trust.

The wider Experience team includes Brand & Marketing, Propositions, and Customer Experience, collectively responsible for leading the customer experience across all groups including members, employer providers, and distribution partners. The team prioritises delivering value through continuous customer and colleague feedback, prototyping, and data-driven decision making.

Nest is an award-winning organisation committed to creating an inclusive and flexible working environment where you can be your authentic self.

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 and proficiency with relevant tools and best practices such as Figma, Adobe XD, and Miro.
- A portfolio demonstrating your design thinking approach and application of skills.
- Ability to communicate complex design concepts effectively to diverse audiences, including senior leaders and Executive Committee members.
- 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 of accessibility, inclusive design, and design standards, with examples of applying these principles in your work.

About you
Passionate about customer experience and service design, with strong leadership skills and the ability to inspire and guide teams. You are adaptable, collaborative, and committed to continuous improvement and innovation. You embrace diversity and inclusion and are motivated to create outstanding customer experiences.

Qualifications
While specific qualifications are not detailed, a strong portfolio and relevant experience in service design leadership are essential. We value potential and offer a generous training budget to support your development.