Location
Lambeth North, London

Hours
Full Time

Salary
£42,353 per annum

About the Role
At Peabody, we're committed to creating better outcomes for residents and delivering services that are simple, effective and designed around people's needs. We are looking for an experienced and passionate Service Design Lead to help shape the future of our services, driving meaningful improvements that enhance the experience of both residents and colleagues. This is an exciting opportunity to lead service design across key resident and colleague journeys, using insight, evidence and collaboration to transform how services are delivered.

You will play a pivotal role in helping us better understand the people we serve, identify opportunities for improvement and innovation, and design solutions that create lasting social impact. A key focus of this role will be working alongside colleagues in Repairs and Complaints, helping to redesign and improve some of our most important resident journeys. You will use insight from residents and colleagues to identify opportunities, remove pain points and support the delivery of services that are easier to use, more effective and deliver better outcomes.

Additionally, you will work across the wider organisation, helping teams design and improve services that enhance both the resident and colleague experience.

Key responsibilities include leading end-to-end service design projects from discovery and research through to implementation, evaluation and continuous improvement; building a deep understanding of resident and colleague needs through user research, resident feedback, operational data and service performance insights; facilitating workshops, co-design sessions and stakeholder engagement activities; mapping, designing, prototyping and testing services, processes and products; developing evidence-based recommendations and business cases for change; and measuring the impact of service improvements while championing human-centred design approaches to build service design capability across Peabody.

This role offers the chance to shape services that make a real difference to residents' lives, working collaboratively across the organisation to solve complex problems and deliver meaningful change at scale.

Benefits include flexible and hybrid working, 30 days' annual leave plus bank holidays, up to 10% pension contribution matched 1:1, two additional paid volunteering days each year, and a flexible benefits scheme including options for healthcare and dental care.

Experience
Proven experience in Service Design, Human-Centred Design, Product Design or a related discipline, with a strong track record of leading end-to-end design projects and delivering measurable service improvements. Ability to navigate ambiguity, analyse complex challenges and turn insight into practical, user-centred solutions. Strong research and analytical skills, using qualitative and quantitative data to inform decision-making, influence change and build compelling business cases.

About you
Passionate about improving services and creating positive social impact. Enjoy working with people, solving complex problems and turning insight into meaningful change. Excellent facilitation, communication and stakeholder management skills, with the ability to engage, collaborate and influence at all levels. A curious, evidence-led approach with a passion for continuous improvement, innovation and delivering better outcomes for residents and colleagues. Ability to balance strategic thinking with hands-on delivery, working collaboratively to turn ideas into sustainable improvements.

Qualifications
Not explicitly stated, but relevant experience and skills in service design and related disciplines are essential.