Lead Service Designer

hedgehog lab; Newcastle upon Tyne; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

hedgehog lab is seeking a Lead Service Designer to lead service design across government projects where outcomes affect real people’s lives. The role involves shaping how services are designed, setting approaches across engagements, mentoring designers, and raising standards.

The position is hybrid: working from home most of the week, with two days on site at our client offices in Manchester or Newcastle (within 50 miles). The role suits someone who thrives in complex, impactful environments.

Qualifications

• Significant experience designing services in the public sector or regulated industries, with a track record of leading that work.
• Deep knowledge of the GDS Service Standard and how to apply it across a portfolio of projects.
• Strong skills in service blueprinting, journey mapping, and facilitation, plus the ability to coach others in them.
• A user-first mindset and the confidence to navigate ambiguity with incomplete information.
• Experience leading in agile, multidisciplinary teams and influencing decisions at a strategic level.

Responsibilities

• Map end-to-end service journeys.
• Identify failure points and improvement opportunities.
• Work across organisational boundaries to design services that work for users.
• Mentor other designers and raise the standard of service design work across the team.
• Lead in hybrid settings and collaborate with policy teams and client stakeholders.

Skills

Public sector service design

GDS Service Standard

Service blueprinting

Journey mapping

Facilitation

Agile leadership

Job description

hedgehog lab | Government Projects
We're looking for a Lead Service Designer to join hedgehog lab on a permanent basis, leading service design across government projects where the challenges are complex and the outcomes affect real people's lives.

hedgehog lab | Government Projects
We're looking for a Lead Service Designer to join hedgehog lab on a permanent basis, leading service design across government projects where the challenges are complex and the outcomes affect real people's lives.
This role will suit someone who wants to shape how services get designed, not just design them. You'll set the approach across multiple engagements, mentor other designers, and raise the standard of service design work across the team.
You'll map end-to-end service journeys, identify failure points, and work across organisational boundaries to design services that work for the people who use them. You'll be as comfortable in a workshop with policy teams as you are running a design critique.
This is a hybrid role. You'll work from home most of the week, with two days on site at our client's Manchester or Newcastle office, whichever is closest to you. We're looking for candidates based within 50 miles of either location.
You'll Bring

• Significant experience designing services in the public sector or regulated industries, with a track record of leading that work
• Deep knowledge of the GDS Service Standard and how to apply it across a portfolio of projects
• Strong skills in service blueprinting, journey mapping, and facilitation, plus the ability to coach others in them
• A user-first mindset and the confidence to navigate ambiguity with incomplete information
• Experience leading in agile, multidisciplinary teams and influencing decisions at a strategic level
  

Why hedgehog lab?
You'll be joining a consultancy with 20 years of experience trusted by global brands, working at the intersection of AI and software engineering.
You'll be part of a community of talented, supportive people who challenge each other, share knowledge, and care about delivering meaningful outcomes for our clients and the citizens they serve.
you serve.