Service Design Lead
Job Description
An exceptional opportunity has arisen for a visionary Service Design Lead to join an ambitious, high-growth wellness startup redefining the global hospitality landscape. Backed by significant investment and driven by a bold long-term vision, the organisation is building a world-class wellness retreat concept that blends cutting-edge wellbeing practices, luxury hospitality, and deeply personalised care.
With its flagship retreat set to launch in the Emirates, this brand is poised to become a global leader in transformative wellness destinations. Operating from a dynamic London-based team, the company combines startup agility with strong financial backing and strategic stability. This is a rare chance to join at an early stage, shape foundational guest experiences, and play a key role in creating a category-defining premium wellness brand.
As Service Design Lead, you will craft and implement innovative, customer-centred service strategies tailored to high-net-worth individuals. Your work will directly influence the end-to-end guest journey, ensuring every touchpoint reflects excellence, luxury, and seamless delivery.
Key Responsibilities
Develop and execute comprehensive service design strategies to enhance luxury guest experiences. Map, analyse, and optimise end-to-end customer journeys. Identify service gaps and implement innovative, customer-focused improvements. Lead cross-functional workshops to generate insights and co-create solutions. Collaborate closely with operations, brand, product, and hospitality teams to ensure seamless execution. Design scalable service frameworks aligned with long-term business goals. Monitor performance metrics and continuously refine service models. Integrate global best practices and emerging trends in hospitality and wellness. Ensure all service touchpoints reflect premium standards and personalised care.
Requirements
Minimum 5+ years of experience in service design, experience design, or related disciplines.
Strong expertise in customer journey mapping and service blueprinting.
Proven ability to design customer-centric solutions in luxury hospitality or premium service environments.
Proficiency in service design tools, frameworks, and research methodologies.
Excellent analytical skills to interpret insights and translate them into strategic actions.
Outstanding communication and facilitation skills for workshops and stakeholder engagement.
Creative mindset with strong commercial awareness.
Ability to manage multiple projects within a fast-paced startup environment.
Experience working with high-net-worth or premium clientele is highly desirable.
Benefits
Highly competitive salary package.
Permanent London-based role within a fast-growing international brand.
International travel opportunities to the UAE and future global destinations.
Direct influence in shaping a global luxury wellness concept from inception.
Collaborative, innovative, and entrepreneurial working environment.
Strong long-term growth and career progression opportunities.
Opportunity to work on a flagship project with global expansion ambitions.