Lead Service Designer

Department: Strategy & Design

Employment Type: Permanent

Location: l, l, Any UK Office Hub (Bristol / London / Manchester / Swansea), Hybrid

About the Role

• Define the long-term vision, strategy, and roadmap for major public services, ensuring alignment between strategic policy intent, user needs, and practical delivery constraints across the full service lifecycle.
• Act as the strategic design authority on projects, facilitating conversations with stakeholders at all levels to secure organisational alignment and investment for systemic service transformation.
• Take responsibility for defining and embedding Made Tech’s Service Design standards, methodologies, and toolkits, leading the professional development and mentoring of the entire Service Design community.
• Propose high-impact Service Design approaches to problems, influencing wider policy or organisational structures based on robust research and outcome data.
• Define, measure, and assure what ‘good’ end-to-end service design looks like across a portfolio of work, holding teams and senior colleagues to account for producing high-quality, measurable service outcomes.
  
  

Collaborative and communicative leadership

• Lead challenging conversations with colleagues at all levels, senior stakeholders regarding service blockers, policy constraints, and investment decisions, using data and empathy to drive commitment to user-centred outcomes.
• Lead continuous improvement in the practice, identifying and adopting new strategic Service Design approaches and fostering a culture of experimentation and learning within the community.

Key Responsibilities

Scope

• Provide design assurance for the successful strategic design and transformation of public services, applying a holistic Service Design lens across technology, policy, process, and the client organisation’s operating model.
• Lead the uplift of client service design maturity, setting strategic expectations with the most senior stakeholders and leading the delivery of training and briefing programmes.
• Define the strategy for designing, prototyping, and testing seamless, multi-channel services, ensuring all organisational, service, and user outcomes are aligned and measured against key performance indicators.
• Champion the practice across Made Tech through leadership within the Community of Practice (CoP) and providing high-level coaching and mentoring support to Senior and midlevel Designers.

Job Benefits