Overview
In this role, the Lead Service Designer will be instrumental in establishing the design vision for complex public services. Collaborating with cross-functional teams and engaging with senior stakeholders, the individual will shape end-to-end services that effectively address user needs while ensuring compliance with design standards. This position is available as a permanent role or on a contract basis, operating in a hybrid work model that includes attendance in London one day per week.
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.
- Guide and develop other designers, establishing quality standards and effective working methods.
- Ensure services comply with the GDS Service Standard and meet accessibility requirements.
- Facilitate teams through GDS service assessments.
- Contribute to the broader design community and practice.
Requirements
- Extensive experience as a service designer, with a track record of leading other designers.
- Experience in designing complex services that involve collaboration across multiple organisations.
- Proficient in service mapping, blueprinting, and facilitation techniques.
- Demonstrated ability to influence senior stakeholders and contribute to policy decisions.
- Experience working within multidisciplinary agile teams.
- Strong understanding of the GDS Service Standard.
- Desirable: UK government or public sector experience.
- Desirable: Experience leading services through GDS service assessments.