OOH Service Design Lead

Job reference 333578

OOH Service Design Lead

Competitive salary if no salary listed plus car allowance, healthcare, annual bonus potential, 27.5 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates.

Permanent, Full time

Royal Mail Farringdon

Royal Mail is transforming. As we evolve into a truly multi channel organisation, we're investing in the maturity of our digital content, service design, and user experience capabilities. Our ambition is simple: deliver seamless, accessible, and commercially effective customer experiences across every OOH Design Lead touchpoint.

We're now looking for an individual to play a pivotal role in shaping how millions of customers interact with Royal Mail beyond the doorstep. This is a rare opportunity to build service design and customer centred design practices from the ground up - with an initial focus on OOH, and a broader remit to help shape a growing Design Centre of Excellence.

• Designing full customer journeys across lockers, parcel shops, and other OOH locations.
• Aligning journeys across digital and operational teams including App/Web, call centres, and notifications.
• Deliverables include current state and future state journey maps.

• Creating service blueprints that show front stage experiences and backstage processes.
• Identifying failure points such as handoff gaps, manual workarounds, and data issues.
• Ensuring operational reality matches customer expectations.

• Conducting qualitative and quantitative research to uncover customer needs.
• Defining experience led SLAs (e.g., accessibility and availability, not just system uptime).
• Guiding Product Managers and BAs with evidence based insights.

• Mapping happy and unhappy paths across channels.
• Ensuring joined up service design rather than disconnected touchpoints.
• Creating clarity on next steps for customers and operations.

• Facilitating cross functional workshops with product, engineering, ops, finance, legal, and frontline teams.
• Surfacing constraints and driving alignment to deliver end to end services.

• Designing screens, flows, and interactions across multi channel journeys.
• Running service prototypes and trials such as Wizard of Oz tests or policy pilots.
• Ensuring customer experience comes first, not just UI polish.

• Influencing multiple backlogs across the organisation.
• Setting measurement frameworks that drive continuous improvement.
• Becoming a role model for collaborative, insight driven delivery.

You’ll report into the OOH Growth & Digital Director and help shape a small but growing team within our emerging Design & Content Centre of Excellence.

We’re looking for someone with:

• Experience leading digital design and content teams in complex organisations.
• Expertise across UX, UI, service design, and digital content.
• Strong experience in digital user research and embedding insights into product development.
• Exceptional stakeholder leadership with the ability to influence senior product, technology, and commercial leaders.
• A track record of improving customer experience and digital performance through design.
• A passion for customer centred design at scale and building new capability from the ground up.

Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.

Discounts and offers – there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.

Supportive and generous company sick pay.

Your Wellbeing – you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It's free, and it's for everyone.

* Available only to perm employees

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