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Lead Service Designer
Lead Service Designer
About the Role
If you’re an experienced Service Designer ready to lead complex, high-impact work and shape services used by millions of people, this is a role worth exploring.
We’re looking for a Lead Service Designer to drive experience design across major public sector transformation programmes — bringing together research, strategy, systems thinking and service design leadership to create services that are simpler, smarter and more human.
You should apply if you’re excited by:
- Visible impact
- Complex problem-solving
- The opportunity to lead design direction on meaningful programmes
You’ll work with:
- Senior stakeholders
- Multidisciplinary teams
- A global organisation that invests in design, learning and progression.
Responsibilities
In this role, you’ll lead service design activity across:
- Discovery phase
- Alpha phase
- Beta phase
- Live phase,
helping clients to:
- Understand user needs
- Navigate complexity
- Deliver services that work better for everyone.
Key Duties:
- Lead co-creation workshops with:
- Senior stakeholders
- Users
- Multidisciplinary teams to shape practical, user-centred solutions.
- Own and develop:
- Customer journey maps
- Service blueprints
- Service visions that identify:
- Pain points
- Opportunities
- Future-state experiences
- Use research, insight, data, and service design methods to inform strategic product and service direction.
- Collaborate with:
- Product
- Research
- Content
- Technology
- Delivery teams, in agile environments to turn strategy into measurable service outcomes.
- Influence client discussions, constructively challenge assumptions and bring clarity to complex service problems.
- Mentor:
- Designers
- Support design quality
- Strengthen a positive, collaborative design culture through:
- Shared methods
- Critique
- Best practice
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Requirements
You should bring:
- Strong Service Design experience gained in:
- Consultancy
- Agency or client-side environments
- Ideally, experience leading workstreams or projects in this context.
- Experience working to GDS standards.
- Proven experience designing end-to-end services across:
- Digital
- Non-digital channels, with ability to connect:
- User needs
- Policy
- Operations
- Technology.
- Confidence to:
- Facilitate complex workshops
- Influence senior stakeholders
- Align multidisciplinary teams around a shared service vision.
- Experience in turning:
- Research
- Insights
- Data
- And business needs into:
- Clear strategic recommendations
- Practical service improvements.
- Strong knowledge of:
- Journey mapping
- Service blueprinting
- Systems thinking
- Prototyping
- Usability
- Accessibility principles.
- Comfort working in agile delivery environments with:
- Designers
- Researchers
- Product teams
- Delivery managers
- Business analysts
- Developers.
- A strong portfolio including:
- Case studies showcasing leadership
- Design thinking
- Decision-making
- Impact.
- Experience with tools such as:
- Figma
- Miro
- Sketch
- Adobe XD
- Axure
- Similar.
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