Service Design Lead

WPP is the trusted growth partner for the world’s leading brands.

We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.

We have been building the world's most valuable brands for 50 years and have global reach across 100+ markets, with deep local expertise.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

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WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities. Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

WPPOpen Change and Enablement team is at the heart of empowering WPP's vast network of agencies and clients with cutting-edge technology, streamlined processes, and collaborative platforms. We drive and foster the change that drives efficiency, differentiation, and connectivity across the globe, ensuring our people can work at their best and our agencies can deliver exceptional results for their clients. Our mission is to accelerate WPP's digital transformation and foster a culture of continuous improvement.

WPP is undergoing a significant transformation, unifying our global agency network with a cutting-edge, AI-enabled marketing platform. This requires a profound shift in how our 100,000 employees' work. As part of the Change and Enablement team, we are seeking a Lead Service Designer to be at the forefront of this change, orchestrating seamless, intuitive, and efficient customer and employee experiences that drive platform adoption and embed new ways of working across our diverse global operations.

As the Lead Service Designer, you will be a strategic force, shaping the future of the ways of working and end-to-end employee journey for our AI-enabled marketing platform. You will lead complex service design initiatives focused on Journey Management, System Thinking, Service Offerings, and Service Ecosystems, ensuring that every interaction, process, and touchpoint is optimized for clarity, efficiency, and interoperability, ultimately making work  just work  for our global workforce.

You will collaborate closely with researchers to leverage insights that inform your design.

• Lead End-to-End Service Experience Design:
  • Orchestrate the definition and management of employee journeys, leveraging insights from research to identify opportunities for improvement and innovation related to the new marketing platform and its associated workflows.
  • Apply system thinking principles to design and optimize complex service ecosystems, ensuring interoperability and seamless integration across various tools and processes.
  • Design and prototype innovative service concepts and touchpoints for the platform's adoption, including onboarding, daily usage, and support mechanisms.
  • Develop and define core service offerings that streamline processes and enhance interoperability across global agencies.
• Drive Strategic Collaboration & Integration:
  • Facilitate high-impact workshops with global stakeholders and employees to co-create comprehensive service blueprints and ecosystem maps that span diverse agency needs and processes.
  • Collaborate closely with Behavioral Designers to embed deep behavioral insights into service flows, actively driving platform adoption and the shift to new ways of working.
  • Partner with Instructional Designers to ensure seamless integration of learning pathways within the service experience, supporting rapid upskilling and platform fluency.
  • Work in partnership with dedicated researchers to leverage qualitative and quantitative insights that inform journey mapping and service design decisions.
• Champion Design Excellence & Mentorship:
  • Champion enterprise service design best practices and methodologies, ensuring alignment with the Senior Director's vision for process…