5182 Service Design Lead - Karbon Homes

Come and make a difference at Karbon as a Service Design Lead

We’re looking for a passionate and skilled individual to lead the redesign and transformation of services here at Karbon. This is a fantastic opportunity to be part of a team that’s transforming the way Karbon delivers its services and you’ll play a key role in helping us move from Good to Great



About The Role:

This is a newly created role in the growing transformation programme. It is an exciting opportunity to lead end-to-end service redesign across a diverse range of services, ensuring that every change we make is driven by customer needs, delivers operational efficiency, and is value for money.

Working across Karbon, you will bring together colleagues, customers and stakeholders to understand current experiences, identify opportunities for improvement, and design future-state services that are simpler, more effective and deliver better outcomes. The redesign will cover all aspects of people, process and technology.

At the heart of this role is a commitment to putting customers first. You will champion customer-centric design, ensuring that customer insight, feedback and data inform every stage of service design and transformation.



About You:

You are a strategic thinker with a passion for creating services that work better for customers and colleagues. You understand that great services are built by balancing customer needs, operational priorities and technological capabilities.

You will have proven experience in adopting and delivering service design techniques with a track record of delivering end-to-end service redesign within complex organisations.

You will have a strong knowledge of customer-centred design methodologies, service blueprinting, customer journey mapping and process improvement techniques.

You understand customer needs and can turn feedback and insight into practical improvements, helping to shape better services and journeys.

You’ll be a strong communicator and team player, able to build relationships with colleagues and stakeholders while also managing your own workload effectively.

Above all, you’re motivated to make a difference, bringing a collaborative, innovative, and customer-focused approach to everything you do.



Working With Us:

You’ll be part of our Transformation Team, led by Luke Mitchell, Head of Programme Management and Change. If you’d like to know more about the role, feel free to reach out to Luke at [email protected] or 07841 431719.



Key Details:

- Service Design Lead – fixed term role until 31 August 2028

- Salary is £55,385 per annum plus a Karbon car payment of £2,405 per annum

- Location: Gosforth or Stanley

- Regular travel will be required to Karbon offices

- 37 hours per week with agile working



We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they’re applying for.

The role you're applying for is covered by the Rehabilitation of Offenders Act 1974 (ROA). The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre-employment checks.



Why Join Us?

We offer a generous benefits package to support your wellbeing and development, including:

• 26 days annual leave (rising to 31 after 3 years)

• Birthday leave

• Occupational pension

• Health cash plan

• Flexible benefits pot

• Access to funding for qualifications, conferences, and learning events



Ready To Apply?

If this sounds like the role for you, apply now via our website:– https://www.karbonhomes.co.uk/careers/

We love seeing the real you in your application. It’s fine to use AI tools for things like polishing grammar or improving formatting—but your CV and supporting statement should still reflect your own skills, experience, and personality, so we do not accept applications that are fully generated by AI without your own input.



Key Dates:

Closing date for applications - Sunday 26 July 2026

We may close the advert early if we receive a high volume of strong applications—so don’t wait too long to apply!

Interview date - Thursday 27 & Friday 28 August 2026



We’re Inclusive:

We’re proud to be an inclusive employer. We welcome applications from people of all backgrounds, identities, and experiences. If you have a disability and meet the essential criteria, you’ll be guaranteed an interview.

Need a reasonable adjustment to apply? Contact us at [email protected]



A Note for Recruitment Agencies:

We’re lucky to have a great Preferred Supplier List (PSL) in place, so we’re not looking for additional agency support right now. Thanks for understanding—we’ve got this covered.

Click here for further information