Strategic Service Design Lead — Public Sector & AI

Faculty; England; On-site; GBP 70,000 - 120,000; Full time

Job summary

Faculty is seeking a Lead Service Designer to shape the strategic direction of service design across our business. You will align cross-functional teams to deliver scalable, impactful solutions and pioneer unified service ecosystems within the public sector space.

You will guide large-scale user research, craft long-term strategies, and empower clients to tackle complex organisational challenges while building lasting capabilities.

Qualifications

• Comprehensive expertise in advanced user research methodologies.
• Proven track record of managing and mentoring research teams.
• Masterful at creating detailed, high-level service blueprints and journey maps.
• Exceptional facilitation for senior stakeholders to align visions.
• Experience directing prototyping for complex service components.
• Strong written and verbal communication to influence decisions and narratives.

Responsibilities

• Direct large-scale research to uncover strategic insights and mentor teams to embed best practices.
• Develop service-wide journey maps and evolving personas to align multiple teams.
• Drive the creation of high-level service blueprints shaping enterprise transformation.
• Facilitate workshops with senior stakeholders to align strategy and resolve conflicts.
• Oversee prototyping of service components and test concepts against objectives and feedback.
• Collaborate with public sector clients to transform public services through AI and design.

Skills

Advanced user research

Mentoring research teams

Service blueprints

Journey mapping

Facilitation for senior stakeholders

Public sector collaboration

Job description

Faculty is seeking a Lead Service Designer to shape the strategic direction of service design across our business. You will align cross-functional teams to deliver scalable, impactful solutions and pioneer unified service ecosystems within the public sector space.

You will guide large-scale user research, craft long-term strategies, and empower clients to tackle complex organisational challenges while building lasting capabilities.