Location
Lambeth North, London

Hours
Full Time (hours not specified)

Salary
£42,353 per annum

About the Role
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.

Key responsibilities include leading service design projects from discovery through to implementation and continuous improvement; using research, resident feedback and operational insight to identify opportunities and improve key customer journeys; facilitating workshops and co-design sessions with residents, colleagues and stakeholders; and developing practical, evidence-based solutions that improve resident outcomes and service performance.

When you join Peabody, you'll be part of a team guided by values such as Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.

What 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 scheme and employee discount portal

Experience
Proven experience in Service Design, Human-Centred Design, UX, Product Design or a related field. A track record of delivering measurable service improvements and enhancing customer experiences.

About you
Strong stakeholder engagement, facilitation and communication skills. Ability to turn complex challenges into simple, user-focused solutions. Passionate about improving services and resident outcomes through collaborative design.

Qualifications
Specific qualifications are not detailed; however, relevant experience in service design or related disciplines is essential.