Service Design as Strategy: Scaling Human-Centred Transformation Across the Enterprise

Service design has evolved from a tactical design discipline into a strategic capability that shapes how organisations deliver value. For senior leaders, the challenge is no longer understanding service design principles but embedding them across complex operating models, legacy systems and organisational silos. This webinar brings together experienced practitioners and leaders to explore how service design can operate at enterprise scale, aligning customer journeys, digital platforms and organisational processes. We will examine governance models, cross functional collaboration and the integration of service design with product management, transformation programmes and strategy.

Attendees will gain practical insight into institutionalising service design as a core capability that drives measurable business outcomes.

Discussion Points

• Moving service design from a specialist discipline to an embedded organisational capability through governance, operating models and design leadership
• Aligning service design with product management, agile delivery and enterprise transformation initiatives
• Designing services across complex ecosystems that include multiple channels, legacy systems and organisational silos
• Securing executive sponsorship, investment and cross functional accountability for service design initiatives
• Measuring the strategic value of service design through operational efficiency, customer experience outcomes and business performance metrics