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Lead Service Designer

Hybrid working


We’re a people first company that truly believes in a human centred approach in everything we do. Founded by Tom Scott and Lauren Kelly, The Fearless Group consists of three companies that work together to build and scale design teams:

  • Fearless Talent - Design specialist talent consultancy
  • Fierce - End to end design combining experience with the shiny
  • The Fearless Community - A global network of designers driving change and innovation

Our mission: To design a better world

We apply our mission to all of our daily interactions with candidates, clients and teams and treat it as a philosophy and work ethic with everything that we do.

About Fierce

At Fierce we’re committed to driving outcomes that are both achievable and meaningful for our clients and their customers. We do this day-in and day-out for some of the world’s most valuable brands, applying our craft and experience to a wide range of contexts, most often those that are complex, risky, ambiguous or a combination of all three.‍

We’re growing at a rapid pace, maturing from startup to scale-up, without losing sight of what’s made us special from the start – our people, our values, our dedication to quality and our ability to learn and grow as a team.

The Role

As we grow our Experience Design discipline at Fierce we are looking for an awesome person and  Lead Service Designer that wants to be part of a team that will help to create meaningful change for our clients and support Fierce in creating a better world through new, optimised and differentiated services.

You’ll have the opportunity to be hands on in leading and ensuring the quality delivery of key service design engagements, establishing and managing stakeholder relationships as well as providing design leadership for other perm and contract designers alongside the Fierce Service Design Discipline Director. The right person will be comfortable in leading transformation, navigating and thriving in ambiguous environments where a path or solution may not be obvious, with the goal of uncovering and translating user needs, business objectives, and technology capabilities into opportunities and incredible products and services.


  • Managing client relationships alongside being hands-on with the delivery of project work such as the discovery of needs and pain points from both a user and business perspective, understanding, analysing and mapping complex journeys, processes and ecosystems and the development of blueprints and other artefacts.
  • Live our values and lead by example to line manage, support and coaching for more junior designers in the team and/or on projects to support their career, skill progression and ensure the quality of project deliverables.
  • Applying and feeding into Fierce’s Service and Experience Design strategy, processes, playbooks, principles & best practices.
  • Play a key role in representing Fierce and support the Fearless Community team and members whether through engaging in daily conversations, participating in events or something else that takes your fancy.

Requirements and skills

  • Comfortable facilitating online and in person workshops with senior stakeholders, planning, conducting and analysing outputs from both qualitative and quantitative user research and communicating your insights to your team and clients through the creation and delivery of behavioural segments, user journeys, service blueprints and playback decks with minimal oversight.
  • Experience in leading and advocating for Design thinking and Service Design practices and methodologies that bring together, user, business and technology lenses to create a holistic view of a service or product.
  • Excellent analytical thinking, a detail-oriented mindset and strong verbal and written skills to support the consolidation of ideas and findings into cohesive stories to help educate and take stakeholders on a journey.
  • Experience as a Lead Service Designer, working in Agency and collaboratively in an Agile manner with cross-disciplinary and multi-vendor teams in B2B and B2C environments across different geographies.
  • Have a portfolio or deck to showcase your work.


At Fierce we’ve been working remotely for the past year, embracing location flexibility fully. We’ve opened our office in London, while continuing to explore how a hybrid working environment can work. We currently expect our team to be working in the office 3 days a week.


  • We know the frustration of seeing an amazing role and not knowing if the pay is a fit.. so we've added the bands here to support pay equity and transparency. The range for this role is £70k to £85k.
  • Flexible working hours and locations where needed.
  • 3% employer contribution to your pension
  • Annual training and access to conferences
  • Private healthcare


No matter who you are, where you’re from, who you love, follow in faith, disability (or superpower) status, ethnicity or the gender you identify with, you're welcome at Fearless. If you have any requests or requirements to support you throughout any part of the interview process or thereafter, please do let us know!