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Service Design Lead

Date: 31-Aug-2022

Location: LONDON, GB

Company: Telefonica S.A.

It matters to us that Team O2 is as diverse as the communities we serve. 

We’re aware that we need more diversity in our senior leadership roles, so we welcome and encourage people from all backgrounds to apply. 

Whoever you are, O2 has a place for you. 

Come join us.

Job title: Service Design Lead

Reporting to: Head of AI and Data

Direct reports: 1

Department: Business/ Market Development

Location: Slough/ London (with the flexibility to work from home)

Closing date: TBC



Reporting to the Head of Data Products & Marketing, this is an important new role in the AI & Data team within the Market Development. Our division is a key growth engine within VMO2 Business. Our purpose is to identify, develop and scale new customer solutions that deliver innovation and business value. We drive growth to the organisation by establishing new and digital-first revenue streams from high-growth Tech markets like 5G, IoT, Data Analytics and Artificial Intelligence.

The purpose of the role is to lead the design of effective and innovative solutions (products and services) within Market Development, ensuring that delivered solutions are lean and effective with a strong focus on customer service experiences. The Service Design Lead will be accountable for crafting and mapping out customer journeys through all the touch points with the organisation during the lifecycle of products and services, identifying problem areas through key performance indicators, and proposing changes and improvements to the service experience.


Who we are


At Virgin Media O2 we're going All In, to remove bias and barriers for our people and our candidates. We're working hard to achieve bold ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey.


Key Responsibilities:


  • Ensures customer-centric service models for current and new products meet the needs of the business, are appropriately designed and are prepared for the transition into business-as-usual service operations
  • Designs services, systems, and processes to deliver an excellent customer experience for all products and value propositions across Market Development (AI & Data and 5G & IoT)
  • Evaluates factors and risks that impact services, operational processes, resources and strategic direction to enable the most appropriate route of change
  • Responsible for developing the function and formulating local policy on the nature and type of specialist support services required. Provides advice to decision-makers on the development of the operations or products
  • Review the company's policies, procedures and functions to find areas for improvement
  • Manages communication between product, sales, and delivery teams providing comprehensive solutions that benefit all departments
  • Plans and manages the support for knowledge management tools and processes
  • Identifies, controls and stores any information deemed to be pertinent to the services provided that is not available by other means
  • Maintains controlled knowledge items to ensure that they are current, relevant and valid
  • Sets direction and provides a framework through which improvement objectives can be delivered


The must-haves


In order to be considered, you must have the following experience

  • Proven Service Delivery experience in a complex/large-scale organisation
  • Broad knowledge of business architecture and detailed working knowledge of one or more service design methodologies
  • Strong analytical skills, and ability to make sense of complex and logical problems quickly
  • Ability to explain complex technical and operational concepts in simple business language
  • Excellent collaborative skills and ability to work with multiple teams and departments across the business
  • Experience of working in a fast-paced environment and able to adapt to rapid priority shifts aimed at sustaining competitive advantage – ability to deal with ambiguity
  • Strong and influential relationship management skills with stakeholders, colleagues and users in pursuit of delivering high-quality services whilst maintaining service Targets
  • Effective problem solver
  • Commercially astute – experienced in understanding contractual obligations and working to deliver high quality on this basis
  • Experience in technology & product-led business at the stage of fast-paced scale
  • Lean Methodology, Six Sigma - desirable


What's in it for you?


We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work-life balance.


Next steps


If we feel like a place where you can belong, we'd love to learn more about you. Once you've submitted an application the next steps of the process, if successful, are likely to include a phone call with the recruiter followed by a 3-step process.

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


We’re looking to pay a competitive salary (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.

We also believe a great work-life balance is important, so we’re open to considering part-time and flexible approaches to working.   Like to know more, feel free to raise it.

Please note:

  • If you have any questions around the role then please email who will be happy to help
  • Due to the potential conflict of interest, unfortunately we’re unable to facilitate secondments to or from Tesco Mobile
  • Remember – you must notify your line manager whenever you apply for a new role, and if you are applying for a secondment, please take a look at the secondment policy available via the intranet
  • We're currently unable to accept applications for secondment roles from Stores colleagues, but we continue to welcome applications for permanent roles.  Please speak to your line manager/Regional Leader if you have any questions