Service Design Lead

Ncounter; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading service design firm in the United Kingdom is looking for a Contract Service Design Lead to oversee the development of user-centered government services. The ideal candidate will have strong skills in user research and creative problem solving, guiding multidisciplinary teams throughout the design process. You will lead efforts in shaping propositions and mapping complex journeys. This position requires someone experienced in running workshops and presenting findings to senior leadership, aiming to create innovative, evidence-driven services. If interested, please share your CV for a confidential discussion.

Qualifications

• Strong background in user research and end-to-end service design.
• Experience working in full service digital agencies.
• Desirable thought leadership in service design.

Responsibilities

• Lead user research planning and method selection.
• Create and iterate service maps and user journeys.
• Translate research into actionable service improvements.
• Run workshops to drive alignment and validate ideas.
• Present design rationale and research findings to leadership.

Skills

User research

Creative problem solving

Service design

Agile delivery

Job description

Contract Service Design Lead
DV Cleared Preferred

Ncounter are supporting a large‑scale Defence and Public Safety programme seeking a Service Design Lead with a strong background in user research, creative problem solving and end‑to‑end service design. You will guide multidisciplinary teams to create services that are evidence‑driven, inclusive, and built around real user needs. This role blends hands‑on research leadership with strategic service design, ensuring clarity from discovery through to delivery.

You will shape propositions, map complex journeys, and drive insight‑led decision making across multiple workstreams. You will support and coach researchers and designers, raise capability standards, and ensure outputs meet recognised user‑centred design expectations across government.

• Lead user research planning, method selection, fieldwork and synthesis across services
• Create and iterate service maps, user journeys, prototypes and testing plans
• Translate research into actionable service improvements grounded in measurable value
• Apply design thinking and creative exploration to solve complex policy and operational challenges
• Coordinate design and research activity across a wider programme ensuring consistency and clear delivery pathways
• Coach senior researchers and designers, manage performance and support career development
• Run workshops that drive alignment, validate ideas and unlock insight across technical and non‑technical stakeholders
• Present design rationale and research findings to senior leadership and influence programme direction
• Maintain strong commercial awareness and shape service strategies that are viable and achievable

Desirable capability includes thought leadership in service design, experience working in full service digital agencies, and a confident understanding of Agile delivery.

If you are a User Research and Service Design Lead who can bring structure, creativity and clarity to high‑profile government services, Ncounter would like to hear from you. Please share your CV for a confidential discussion.