TCX Service Designer

The TCX Service Designer is accountable for designing high-quality, end-to-end service experiences that support priority lifecycle journeys, propositions, and transformation initiatives.

Operating within a matrix delivery environment, the role works as an embedded member of TCX-aligned squads , partnering closely with Lifecycle, Product, Omnichannel, and Delivery roles to translate

customer insight and strategy into practical, executable service design.

While the role will initially support the Product Education & Renewals squad , it is lifecycle-agnostic by design . 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 delivers the greatest customer impact.

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

• Delivering service design within customer experience, lifecycle, or product-led teams
• Working in digital and/or cross-channel delivery environments
• Designing and mapping end-to-end customer journeys and services
• Using customer insight and data to inform design decisions
• Operating effectively within matrix or squad-based organisations

The other stuff we are looking for

• Strong service design and journey mapping capability
• Ability to turn insight into clear, actionable design outputs
• Comfortable working across multiple problem spaces and priorities
• Collaborative mindset with strong stakeholder engagement skills
• Confident communicating design intent and rationale
• Attention to detail with a focus on practical execution

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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