Lead Service Designer

Capacity; Liverpool; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

27 days annual leave

Pension matched up to 6%

Funded health support

Flexible working

Team days and socials

Job summary

A leading public service reform organization seeks a Lead Service Designer to shape user-centered approaches. This senior role involves building design practices and leading projects with public partners. Ideal candidates will have significant experience in service design and a commitment to equity and accessibility. The role offers hybrid working, competitive benefits, and an engaging team environment.

Qualifications

• Significant experience as a service designer in public services.
• Strong ability to mentor and build design capability.

Responsibilities

• Embed co‑production methods with service users and communities.
• Lead service design across multiple projects.
• Ensure quality and direction in design workstreams.

Skills

User-centred methods

Co-production methods

Facilitation skills

Communication skills

Relationship building

Agile methods

Mentoring skills

Education

Formal training in Service Design

Job description

Head of Public Sector Innovation @ Capacity | Leading Public Service Reform

Job title: Lead Service Designer

Location: Hybrid, based in Liverpool (minimum 4–7 days per month in the office, plus travel to partner sites)

Contract: Permanent, full-time (35 hours per week)

Eligibility: This role is only open to applicants who have the legal right to work in the UK

Closing date: Midnight, Sunday 2nd November 2025 (Please note that this vacancy may close earlier than the stated if a high number of applications are received).

About the role

We’re looking for a Lead Service Designer to help shape how Capacity embeds user‑centred and co‑production approaches across our work.

This is a senior role in our Public Sector Innovation team, with responsibilities that are both internal (building Capacity’s design practice, tools and standards) and external (leading service design on projects with partners, including local authorities and communities).

You’ll play a key role in Fundamental Voices, a five‑year system‑change initiative funded by the National Lottery Community Fund and delivered with Sefton and Wirral Councils, designed to transform how children, young people and families influence the design and delivery of public services.

What you’ll do

• Embed co‑production methods with service users, communities and staff


• Lead design across multiple projects, ensuring inclusive and user‑centred approaches


• Assure design direction and quality across workstreams


• Mentor and coach colleagues to build design capability


• Shape internal design tools, frameworks and standards

Must have

• Expertise in user‑centred and co‑production methods


• Significant experience as a service designer, including leading design in complex public services or social innovation projects


• Ability to develop close and trusting relationships with public and third sector leaders and key partners


• Strong facilitation and communication skills, able to translate complexity into clarity


• Experience of capability building, training or mentoring others in design or agile methods


• Flexible and happy to help wherever needed


• A “can do” attitude and energy for challenges


• Commitment to equity, accessibility and diversity


• Love of learning and openness about development needs


• Motivation to make public services the best they can be for real people


• Hard‑working, able to make things happen with support from the team


• Self‑awareness and willingness to learn from mistakes


• Easy‑going and able to have a laugh as well as work hard

Preferred

• Formal training or qualifications in Service Design, User‑Centred Design, or related disciplines


• Certification or training in Agile, Scrum or Lean UX approaches


• Professional membership of relevant networks or organisations (e.g. Service Design Network, Design Council, Agile Alliance)

What we offer

• 27 days annual leave (plus bank holidays), matched up to 33 days if you’re coming with more


• 2 additional Capacity bank holidays


• Flexible and hybrid working


• Pension (matched up to 6%)


• Funded health support, including counselling and physiotherapy


• Team days, socials and free lunches


• A supportive and collaborative team environment

Apply now

To apply, send your CV along with answers to our quick questions via our portal:

Seniority level

• Mid‑Senior level

Employment type

• Full-time

Job function

• Design, Art/Creative, and Information Technology

Industries

• Non‑profit Organizations