Lead Service Designer

Faculty; England; In loco; GBP 70.000 - 120.000; Tempo pieno

Descrizione del lavoro

Faculty is seeking a Lead Service Designer to shape the strategic direction of service design across our business. You will align cross-functional teams to deliver scalable, impactful solutions and pioneer unified service ecosystems within the public sector space.

You will guide large-scale user research, craft long-term strategies, and empower clients to tackle complex organisational challenges while building lasting capabilities.

Competenze

• Comprehensive expertise in advanced user research methodologies.
• Proven track record of managing and mentoring research teams.
• Masterful at creating detailed, high-level service blueprints and journey maps.
• Exceptional facilitation for senior stakeholders to align visions.
• Experience directing prototyping for complex service components.
• Strong written and verbal communication to influence decisions and narratives.

Mansioni

• Direct large-scale research to uncover strategic insights and mentor teams to embed best practices.
• Develop service-wide journey maps and evolving personas to align multiple teams.
• Drive the creation of high-level service blueprints shaping enterprise transformation.
• Facilitate workshops with senior stakeholders to align strategy and resolve conflicts.
• Oversee prototyping of service components and test concepts against objectives and feedback.
• Collaborate with public sector clients to transform public services through AI and design.

Conoscenze

Advanced user research

Mentoring research teams

Service blueprints

Journey mapping

Facilitation for senior stakeholders

Public sector collaboration

Descrizione del lavoro

About the role

As a Lead Service Designer at Faculty, you will shape the strategic direction of service design across our business, aligning cross-functional teams to deliver innovative, scalable, and impactful solutions. Acting as a visionary leader, you will pioneer unified service ecosystems, embed systems thinking, and drive ambitious transformation initiatives. By guiding large-scale user research and crafting long-term strategies, you will empower our clients to conquer complex organisational challenges and build lasting, impactful capabilities.

What you'll be doing:

• Directing large-scale research efforts to uncover strategic insights, while mentoring teams to embed best practices into their dynamic project workflows.

• Developing comprehensive, service-wide journey maps and evolving personas to address diverse user scenarios and align multiple teams to a unified vision.

• Driving the creation of high-level service blueprints that shape enterprise transformation initiatives and untangle cross-functional dependencies.

• Facilitating impactful workshops with senior stakeholders to align on strategic direction, solve complex systemic challenges, and resolve conflicts collaboratively.

• Overseeing the prototyping of service components, coordinating cross-disciplinary teams to test and validate concepts iteratively against strategic objectives and user feedback.

• Collaborating proactively with government and public sector clients to transform public service delivery through the power of AI and design.

Who we're looking for:

• Equipped with comprehensive expertise in advanced user research methodologies, you have a proven track record of managing and mentoring research teams.

• Masterful at creating detailed, high-level service blueprints and journey maps, you can effortlessly guide strategic organisational direction.

• An exceptional facilitator, your skills enable you to lead inclusive workshops for senior stakeholders to align visions and resolve complex challenges.

• Experienced in directing prototyping efforts for complex service components, you ensure robust solutions are validated through continuous iteration.

• Outstanding in your written and verbal communication, you leverage high-quality design artefacts and strategic narratives to influence key decision-making.

• Bringing strong collaborative experience working with government entities and public sector organisations, you are ready to deliver highly impactful, scalable public services.

Our Recruitment Ethos

We aim to grow the best team - not the most similar one. We know that diversity of individuals fosters diversity of thought, and that strengthens our principle of seeking truth. And we know from experience that diverse teams deliver better work, relevant to the world in which we live. We’re united by a deep intellectual curiosity and desire to use our abilities for measurable positive impact. We strongly encourage applications from people of all backgrounds, ethnicities, genders, religions and sexual orientations.

A note on AI: we're happy for you to use it for research and interview prep, but please don't use it to generate answers during live interviews. We also use an AI note‑taker (Metaview) in interviews so interviewers can stay present (which you can opt out of just let us know,) and every application is reviewed by a human, never decided by AI.