Senior Lead Product Designer, Operations

Role overview A senior leadership role within an Operations design collective responsible for the end-to-end support experience. The work spans customer-facing help journeys, AI-enabled self-service, and the internal tools and workflows used by customer support teams. It calls for an experienced designer who can set a long-term vision, lead large initiatives through ambiguity, and raise the craft bar across a 100-plus strong design organisation.

Responsibilities - Set and embed the long-term design vision for how customer support works across digital and human touchpoints - Lead large, end-to-end design initiatives across AI-enabled help, internal tooling, and operational workflows - Design with a service mindset, considering what happens beyond the interface in real operations - Navigate trade-offs and guide strategic decisions in an opinionated, evidence-based way - Coach and develop other designers through crits, mentoring, and quality feedback - Partner with cross-functional leaders to translate strategy into shippable product plans - Act as a visible ambassador for design by sharing work and influence across the organisation - Tackle systemic complexity that holds teams back from delivering high-impact work

Requirements - Deep expertise within a specific product design discipline plus strong foundational skills across the craft - Experience designing complex service ecosystems that connect digital products to people, operations, or logistics - Strong visual, UI, and interaction design skills with the ability to reason through complex flows - Comfort designing for AI and automation-enabled experiences - Proven track record of high-impact work that moves customer outcomes and commercial metrics - Ability to lead through ambiguity in fast-changing environments while maintaining quality - Strategic thinking and a collaborative, low-ego working style

Benefits and work setup - Salary £110,000 to £125,000 plus stock options - London office based or fully remote across the UK with ad hoc travel to London - Flexible hours, part-time patterns supported where feasible - Annual learning budget of £1,000 for books, training courses, and conferences - Macbook provided plus extra kit support for fully remote workers - Visa sponsorship and relocation support available