Lead Service Designer

JR United Kingdom; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is on the lookout for a Lead Service Designer to spearhead innovative projects across public and private sectors. This role offers a unique opportunity to shape user-centred design strategies while collaborating with diverse stakeholders. You will lead a talented team, driving impactful transformations through agile methodologies and service design methods. If you are passionate about creating meaningful user experiences and wish to contribute to the evolution of design practices, this position is perfect for you. Join a dynamic environment where your expertise will make a real difference.

Benefits

Competitive Salary

Annual Performance-Related Bonus

Choice of MacBook or Windows Laptop

Cycle to Work Scheme

Flexible Working Structure

Pension Contributions

Life Insurance

Diverse Project Opportunities

Qualifications

• 7+ years of experience in service design or user-centred design.
• Experience in consultancy and agile environments.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead end-to-end user-centred design activities for various projects.
• Manage and mentor junior team members in design practices.
• Develop and execute user-centred design strategies for clients.

Skills

Stakeholder Management

Communication Skills

Service Design Methods

Facilitation Skills

Agile Methodologies

Job description

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About Mastek:

Mastek is an international digital consultancy with offices in the UK, Europe, US, and India. We build impactful solutions for government and private clients, with a growing focus on user-centred design services. Our work spans across sectors, offering exciting opportunities for content designers to develop their skills and make a real difference. Join us to work on innovative projects, collaborate with talented teams, and contribute to the creation of user-centred content that drives positive outcomes for both users and clients.

Summary:

Mastek is seeking a Lead Service Designer to join our dynamic and growing User-Centred Design practice. This role involves leading impactful projects for clients across the public and private sectors, applying service design methods in agile environments, and collaborating with a diverse range of stakeholders. You will be able to balance people, process and technology in your approach to transformation and the design of services. As a Lead, you will drive the development of our UCD strategy, line manage junior team members, and contribute to business growth.

Key responsibilities:

User-centred design leadership and strategy

• Scope, deliver and lead components of end-to-end UCD activities in a variety of programme contexts
• Recommend and execute appropriate UCD activities based on project needs
• Create and maintain phase-appropriate UCD deliverables
• Clearly articulate project problems, scopes, and success criteria to diverse audiences through compelling communication
• Respond to challenges, guiding and supporting the team to resolution
• Support clients through all phases of the design process, from ideation to implementation
• Effectively manage and communicate with stakeholders at all levels, ensuring alignment and buy-in, being seen by the client project team and senior client stakeholders as a trusted expert in your profession and in UCD
• Upskill and educate stakeholders and colleagues on user-centred design approaches and methods, and agile approaches to transformation and delivery
• Be commercially aware, looking for new opportunities to deliver for the client or identifying opportunities for cross-selling services
• Proactively address blockers or risks within the delivery for the team, working closely with the delivery manager (or project lead) to resolve these and keeping accurate documentation
• Act as a troubleshooter, managing ambiguity and navigating organizational complexities
• Identify and pursue new opportunities with existing and new clients
• Shaping and articulating persuasive business proposals
• Lead on applying UCD and agile approaches to bids for transformation projects, ensuring alignment with client needs and expectations

Community Development:

• Contribute to the evolution of Mastek’s user-centred design and consulting strategy.
• Developing propositions and ‘points of view’ for applying design thinking approaches in new markets and clients
• Line manage junior team members and lead community development activities
• Lead on the development of the community, applying Design Operations principles

Requirements:

Experience:

• Sector experience in Banking/finance is a bonus
• At least 7 years of relevant service design or UCD experience, including experience within agile teams and complex programmes
• Demonstrated application of service design methods and tools
• Experience in consultancy
• Coaching, mentoring, or management experience of UCD/design teams
• Familiarity with GDS/NHS service standards and assessments and experience of running Discoveries to GDS/NHS Service Standard
• Sector experience in healthcare is a bonus
• Experience of operational delivery is a bonus

Skills:

• Strong stakeholder management and communication skills, with the ability to gain buy-in for approach
• Strong facilitation skills for both remote and in-person workshops, meetings and research sessions
• Ability to manage complex, ambiguous projects and organizational dynamics
• Skills and experience in related disciplines such as business change management, product design, content and communication design, or training design are a plus
• Competitive salary with an annual performance-related bonus
• Choice of MacBook or Windows laptop with necessary software
• Cycle to Work scheme
• Flexible working structure (remote or hybrid options)
• Pension contributions and life insurance
• Opportunities to work on diverse projects across public and private sectors