Service Design Lead

Come and make a difference at Karbonas a Service Design Lead

We're looking for a passionate and skilled individual to facilitate the redesign and transformation of services here at Karbon. This is a fantastic opportunity to be part of a team that's transforming the way Karbon delivers its services and you'll play a key role in helping us move from Good to Great.

About The Role

This is a newly created role in the growing transformation programme. It is an exciting opportunity to work with a wide range of stakeholders to redesign end-to-end services, ensuring that every change we make is driven by customer needs, delivers operational efficiency, and is value for money.

Working across Karbon, you will bring together colleagues and stakeholders to understand current experiences, identify opportunities for improvement, and design future-state services that are simpler, more effective and deliver better outcomes. You will work closely with the customer experience team to understand customer insight, journey maps and identify customer engagement requirements to inform the redesign. The redesign will cover all aspects of people, process and technology.

At the heart of this role is a commitment to putting customers first. You will champion customer‑centric design, ensuring that customer insight, feedback and data inform every stage of service design and transformation.

About You

You are a strategic thinker with a passion for creating services that work better for customers and colleagues. You understand that great services are built by balancing customer needs, operational prioritiesand technological capabilities.

You will have proven experience in adopting and delivering service design techniques with a track record of supporting the delivery of end-to-end service redesign within complex organisations.

You will have a strong knowledge of customer‑centred design methodologies, service blueprinting and process improvement techniques.

You’ll be a strong communicator and team player, able to build relationships with colleagues and stakeholders while also managing your own workload effectively

Above all, you're motivated to make a difference, bringing a collaborative, innovative, and customer‑focused approach to everything you do.

Working With Us

You'll be part of our Business Improvement and Change Team, led by Luke Mitchell, Head of Programme Management and Change. If you'd like to know more about the role, feel free to reach out to Luke at .

Key Details

• Service Design Lead - fixed term role until 31 August 2028
• Salary is £53,524 per annum plus a Karbon car payment of £2,405 per annum
• Location: Gosforth or Stanley office