Head of Service Design

📋 Description

• • The Head of Service Design is a senior, hands-on design leader who establishes and leads Williams Lea’s design function, spanning UI/UX, service design, and product research under a single reporting line, playing a critical role in shaping the company’s integrated human-plus-AI service delivery model.
• • Day to day, the role involves establishing and evolving the company design system, setting cross-cutting standards for interaction, accessibility, and research methodology, partnering with product managers on domain-specific design decisions, leading the design of integrated human-AI experiences, mapping end-to-end client journeys, building and scaling product research practices, participating in the Platform Council, and hiring, developing, and leading a small, high-quality design team of 4–6 people while continuing to contribute directly to design work.
• • Williams Lea is a leading global provider of tech-enabled business and marketing services, serving clients in 20 countries across four continents with 15,000 employees worldwide, combining deep expertise, agentic AI-embedded workflows, and a global delivery model to help clients achieve superior business outcomes through resilient, scalable 24/7 operations.
• • In this role, the individual will have the opportunity to define and lead a strategic design function from the ground up, influence the integration of AI and human services across enterprise B2B contexts, build a high-performing multidisciplinary team, gain exposure to cutting-edge AI- and automation-enabled product design, and contribute directly to high-impact design work while shaping organizational standards and practices.