TCX Service Design Lead

Job Description

The TCX Service Design Lead is accountable for setting the strategic direction and embedding service design as a core capability across the entire customer lifecycle.

The role leads the Service Design practice within TCX, ensuring consistent, high-quality application of service design across priority propositions, lifecycle journeys, and strategic programmes. Operating within a matrix delivery environment, the role partners closely with Lifecycle and Omnichannel leadership to translate customer and commercial priorities into coherent, end-to-end service experiences.

A core aspect of the role is building organisational understanding and capability in service design — establishing clear standards, ways of working, and artefacts that enable teams to design joined-up, customer-led experiences and reduce fragmentation across channels and journeys.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer, and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

• Leading service design across complex, end-to-end customer lifecycles
• Managing and developing teams of Service Designers or equivalent design roles
• Embedding service design into product-led and transformation environments
• Partnering with lifecycle, product, and delivery leaders to shape outcomes
• Operating effectively within complex, matrix organisations

The other stuff we are looking for

• Strong service design and end-to-end journey thinking
• Proven people leadership and capability-building skills
• Confident using data and insight to inform design direction and priorities
• Ability to influence senior stakeholders and shape decision making
• Comfortable working with ambiguity and complex problem spaces
• Clear, concise communication and storytelling skills

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency interview with the Hiring Manager.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

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