TCX Service Designer

Summary

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Location London Job Family Commercial Job Type Full Time Posted Date 08-May-2026 Ref # 71430

The TCX (Total Customer Experience) Service Designer is accountable for shaping high‑quality, end‑to‑end service experiences that support customer lifecycle journeys, new propositions, and transformation initiatives across the organisation. The role supports the TCX team in bringing a customer‑first approach to business change, ensuring customer needs are reflected in how services are designed and evolved.

Operating within a matrix delivery environment, the Service Designer works with TCX‑aligned squads, partnering closely with Lifecycle Managers, Business Analysts, Product, Omnichannel, and Delivery roles to translate customer insight, strategic intent, and business requirements into clear, practical service design outputs that inform and support delivery.

Alignment to squads and initiatives will flex over time in-line with TCX and broader business priorities, ensuring service design capability is applied where it can deliver the greatest customer impact. The role offers the opportunity to shape services at the complexity and scale of VMO2, tackling high‑impact challenges with meaningful customer and business impact.

TCX sits at the heart of business change and direction, with service design as a core capability. This is an exciting time to join as we build the internal service design capability from the ground up, shaping how customer‑centred change is delivered across the organisation.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too. 

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions. 

Together, we are Virgin Media O2, and we can't wait to see what you can do. 

Accessible, inclusive and equitable for all 

Virgin Media O2 is an equal opportunities employer, and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us. 

The must haves

• Several years' experience in service design or a related role, ideally within digital first, cross‑channel environments, delivering improvements across complex, end‑to‑end customer journeys 
• Strong grounding in service design principles and systems thinking, with the ability to balance customer needs, business goals, and operational realities 
• Proven experience creating and managing journey maps and service blueprints, ensuring artefacts clearly connect customer experience to process, technology, and ownership 
• Strong synthesis capability – able to translate research, data, and discovery insights into clear, customer‑centred recommendations that inform prioritisation and decision-making 
• Excellent communication and stakeholder management skills, confident engaging senior stakeholders and clearly articulating trade-offs, risks, and opportunities 

The other stuff we are looking for

• Comfortable working with ambiguity and competing priorities, adapting design approaches to suit commercial and delivery constraints 
• Strong facilitation and consultancy skills, driving alignment, shaping conversations, and supporting teams to move from insight to action 
• Experience operating within multidisciplinary teams, collaborating effectively with product, engineering, research, UX, and SMEs to support delivery outcomes 
• A compelling storyteller, able to connect customer insight to measurable outcomes and influence direction at key decision points 
• Experience producing conceptual prototypes and narrative artefacts (e.g. flows, scenarios, storyboards) to explore ideas, test assumptions, and support investment decisions 

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency interview with the Hiring Manager.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. 

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed. 

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

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