Lead Service Designer

Faculty; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Faculty is seeking a Lead Service Designer to shape the strategic direction of service design across the business, aligning cross-functional teams to deliver innovative, scalable, and impactful solutions. You will guide large-scale user research and craft long-term strategies, empowering clients to conquer complex organisational challenges.

You will facilitate workshops with senior stakeholders, develop service blueprints and journey maps, and collaborate with government and public sector

Qualifications

• Expertise in advanced user research methodologies.
• Ability to create detailed service blueprints and journey maps.
• Strong facilitation skills for senior stakeholder workshops.
• Proven track record delivering complex, scalable public services.

Responsibilities

• Directs large-scale user research to uncover strategic insights and mentors research teams.
• Develops comprehensive service-wide journey maps and evolving personas.
• Drives creation of high-level service blueprints shaping enterprise transformation.
• Facilitates workshops with senior stakeholders to align on strategic direction.
• Oversees prototyping of service components and validates concepts iteratively.
• Collaborates with government and public sector clients to transform public service delivery through AI and design.

Skills

User research leadership

Team mentoring

Service blueprinting

Workshop facilitation

Strategic communication

Public sector collaboration

Job description

Why Faculty?

We established Faculty in 2014 because we thought that AI would be the most important technology of our time. Since then, we’ve worked with over 350 global customers to transform their performance through human-centric AI. You can read about our real-world impact here.

We don’t chase hype cycles. We innovate, build and deploy responsible AI which moves the needle - and we know a thing or two about doing it well. We bring an unparalleled depth of technical, product and delivery expertise to our clients who span government, finance, retail, energy, life sciences and defence.

Our business, and reputation, is growing fast and we’re always on the lookout for individuals who share our intellectual curiosity and desire to build a positive legacy through technology.

AI is an epoch-defining technology, join a company where you’ll be empowered to envision its most powerful applications, and to make them happen.

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.

If you don’t feel you meet all the requirements, but are excited by the role and know you bring some key strengths,

We are open to conversations about part-time hours.

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.