Come and make a difference at Karbon as a Service Design Lead
We’re looking for a passionate and skilled individual to facilitate 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 work with a wide range of stakeholders to redesign end-to-end 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 and stakeholders to understand current experiences, identify opportunities for improvement, and design future-state services that are simpler, more effective and deliver better outcomes. You will work closely with the customer experience team to understand customer insight, journey maps and identify customer engagement requirements to inform the redesign. 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 supporting the delivery of end-to-end service redesign within complex organisations.
You will have a strong knowledge of customer-centred design methodologies, service blueprinting and process improvement techniques.
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 Business Improvement and Change 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 Luke.Mitchell@karbonhomes.co.uk or 07841 431719.
Key Details
Service Design Lead – fixed term role until 31 August 2028
Salary is £53,524 per annum plus a Karbon car payment of £2,405 per annum
Location: Gosforth or Stanley office
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
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
Tuesday 22 September 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
Tuesday 6 October 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.
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!
