Overview
The Lead Service Designer will play a pivotal role in establishing the design vision for complex public services, working within a hybrid model that includes presence in London one day per week. This position entails leading design teams, shaping end-to-end service flows across various channels, and engaging with senior stakeholders to ensure that services align with user needs and policy requirements. The successful candidate will be instrumental in driving user-centered design initiatives that have a meaningful impact on public services.
Responsibilities
- Set the service design vision and approach for one or more teams.
- Lead the design of end-to-end services across digital, offline and operational channels.
- Create service maps, blueprints, and target service models.
- Collaborate with senior policy and operational leaders to align services with user needs and policy intent.
- Develop and mentor other designers, ensuring high-quality standards and effective ways of working.
- Ensure services adhere to the GDS Service Standard and meet accessibility requirements.
- Guide teams through GDS service assessments.
- Engage and contribute to the broader design community and practice.
Requirements
- Extensive experience as a service designer, including experience leading other designers.
- Proven track record in designing complex services that span multiple organizations.
- Strong expertise in service mapping, blueprinting, and facilitation techniques.
- Demonstrated ability to influence senior stakeholders and inform policy decisions.
- Experience working in multidisciplinary agile teams.
- In-depth knowledge of the GDS Service Standard.
- Desirable: previous experience in the UK government or public sector.
- Desirable: experience leading services through GDS service assessments and designing regulatory or data-sharing services.