Service Design Lead

Investigo; City Of London; Hybrid; GBP 75,000; Full time

Job summary

A leading London university is seeking a Service Design Lead to innovate user-centred solutions and drive operational transformation. This role involves collaborating with senior leaders and staff to redesign services, ensuring a unified and inclusive experience for students and staff. Ideal candidates will have extensive service design experience and excel in communication and stakeholder engagement. Competitive salary and hybrid working environment included.

Qualifications

• Extensive experience in service design and organisational transformation.
• Expertise in target operating model and organisational design principles.
• Outstanding communication and facilitation skills.

Responsibilities

• Lead on service design to align innovations with the university's priorities.
• Conduct user research to identify needs and redesign processes.
• Implement Target Operating Models for operational efficiency.

Skills

Experience in service design

Organisational transformation

Communication skills

Stakeholder management

User-focused design

Job description

Overview

Service Design Lead

18 Month FTC

Central London

Full Time - Hybrid - 2 days a week onsite

c.£75,000

University Sector

• Are you an experienced Service Design Lead with experience working within Universities or the Public Sector?
• Are you looking for an opportunity to make a transformative impact to the experience of both staff and students across this group of diverse, creative institutions?
• Are you able to engage with stakeholders at all levels, working collaborative to build a vision and services fit for the future?

We are seeking an exceptional Service Design Lead to shape and drive innovative, user-centred solutions that will define the future of this leading London university\'s operational and student experience.

Responsibilities

As the Service Design Lead, you will form part of a designated Programme team, spearheading the redesign of professional and academic services, working closely with senior leaders, students, and staff across this iconic university. Your role will be critical in delivering a unified, student-centred, and sustainable operating model that supports world-class education, ensures organisational resilience, and fosters inclusivity and creativity.

Reporting to the Associate Director of Strategic Change, this role will be responsible for;

• Working with Senior Leaders across the organisations to strategically lead on their service design as part of an ambitious wider-organisational change programme, aligning service innovations with the university\'s priorities.
• Conduct institution-wide user research to amplify voices, identify user-needs and redesign processes and people around these.
• Co-design and implement Target Operating Models that drive measurable improvements in operational efficiency and user experience across areas such as student support, professional services, and academic research.
• Champion innovative methodologies like design thinking and service blueprinting to embed user-focused design at all levels.
• Build high-trust relationships with diverse stakeholders, encouraging collaboration and influencing and inspiring alignment across functions.

About You

The successful candidate in this role will benefit from having;

• Extensive experience in service design and organisational transformation, with a proven ability to deliver complex cross-institutional change.
• Expertise in target operating model and organisational design principles, with a track record of delivering efficient and sustainable service models.
• Outstanding communication and facilitation skills, with the ability to translate complex ideas into clear, compelling narratives for executive leadership and operational teams.
• Passion for equity, diversity, and inclusion, ensuring that designs meet the needs of a diverse community.
• Resilience and adaptability to navigate ambiguity, build trust quickly, and drive change in a collaborative yet challenging environment.
• Previous experience within the University or Public Sector.

Additional information

This is not just a role - it\'s a chance to redefine how a leading London university operates. You\'ll need to navigate complexity, inspire change, and embrace the challenges that come with transformation, ensuring meaningful and lasting impact for students, staff, and stakeholders alike. If you thrive on collaboration, innovation, and delivering strategic service design in dynamic environments, this is your moment to step up and lead an extraordinary journey of change.

If this sounds like you, please don\'t hesitate - apply today via the link with an up-to-date CV, or for more information contact [e-mail] / [e-mail].

Applications close Monday 27th October

Note all applicants must have full, unrestricted UK work rights.