Service Design Lead

We are seeking a talented Service Design Lead to help make services simpler, more inclusive and more effective through hands-on, user-centred design.

As a Service Design Lead, you will lead service design activity within transformation projects from discovery and research through to prototyping and implementation. Working closely with residents, frontline services and multidisciplinary teams, you'll create evidence-based solutions that improve outcomes and deliver lasting change.

Key responsibilities include:

• Leading service design activity across transformation programmes and projects from discovery through to implementation.
• Working with residents, staff and stakeholders to understand their needs and identify opportunities for improvement.
• Developing user journeys, service blueprints and prototypes to explore, communicate and test ideas.
• Facilitating workshops and co-design sessions with residents, frontline staff and partners.
• Working closely with Senior Service Design Leads, Delivery Leads, Business Analysts and operational teams to ensure solutions are practical, affordable and deliverable.
• Embedding equality, accessibility and inclusion into service design, helping to reduce barriers for residents.
• Using evidence from testing, pilots and research to refine solutions and support continuous improvement.
• Contributing to the development of service design standards, templates and best practice across the Change Team.

We are looking for a skilled service designer who is passionate about improving public services and creating better experiences for residents. You will have:

• Experience leading or supporting service design projects within large or complex organisations.
• A strong understanding of user-centred design methods, including research, journey mapping, service blueprinting, prototyping and user testing.
• The ability to translate research, insight and data into practical improvements to services and processes.
• Strong facilitation and communication skills, with experience bringing people together to explore problems and develop solutions.
• Experience working collaboratively within multidisciplinary teams and across a range of stakeholders.
• Experience using tools such as Miro, Figma or equivalent digital collaboration and prototyping platforms.
• Strong analytical and problem-solving skills, with the ability to connect resident experience with organisational processes and systems.
• A qualification in Service Design, UX, Human-Centred Design or a related discipline, or equivalent professional experience.
• A commitment to designing inclusive services that improve resident experience and deliver better value for money.

The salary for this role is GBP 47,367 - 55,080 per year.