Service Design Lead

What we’re looking for:

• Are you searching for a role with purpose at its heart, that will drive real change for people and society?
• Do you have experience in a Service Design, human-centred design and/or product design role or similar with a focus on project delivery?
• Can you run an end-to-end design process, including testing new innovations - while seeing the big picture?
• Can you win the hearts and minds of a diverse set of stakeholders while always prioritising positive change for our residents?

If so, this role is perfect for you!

Here at Peabody, we have two opportunities for a Service Design Lead on a Permanent basis at our Westminster Bridge road office.

A bit about the role:

As a Service Design Lead, you working closely with the Resident Insight Team as well as the Resident Engagement team playing a vital role in the design and delivery of resident-centred Service Design that improve residents’ satisfaction, wellbeing and experience as a Peabody resident. You'll use design-thinking tools and techniques and join the dots to develop and improve the customer experience in the area that matter the most to our residents.

Some of the key results for the role include:

• Conduct ongoing user research with residents and colleagues to ensure we have a deep understanding of opportunities and pain points across the resident experience
• Manage end-to-end design processes including user research, opportunity identification, testing and prototyping
• Regularly visit front-line services to gain a deep understanding of how our services work and are experience by residents
• Look for and prioritise needed service improvements using insights and voice of customers.
• Identify inefficiencies and gaps in existing processes and provide improvement recommendations
• Provide fact-based recommendations on improvement opportunities across all levels of the organisation, balancing the "art of the possible" with pragmatism and potential constraints, clearly identifying benefits and establishing metrics to measure the success of the change

This role will require a minimum of 1 to 2 days working in the Westminster Bridge road office.

Please note interviews will take place 16th and 17th July 2024

A bit about us:

160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK.

The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers.

Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach.

We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient.

We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing.

Here just a few of the benefits for working at Peabody:

• Flexible and hybrid working (depending on the role)

• Up to 30 days’ annual holiday plus bank holidays

• Competitive salaries that are benchmarked regularly against current market rates 

• Two additional paid volunteering days each year 

• Flexible benefits scheme, including family friendly benefits and access to a discount portal 

• 4 x salary life assurance

• Up to 10% pension contribution

Are you ready to apply?

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.

To be considered for the position of Service Design Lead, please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. 

If you need to ask us anything else at all, feel free to drop an email to victoria.wilson1@peabody.org.uk and one of our team will be in touch.

Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received.