Lead Service Designer

We’re looking for a Lead Service Designer to join hedgehog lab on a permanent basis, leading service design across government projects where the challenges are complex and the outcomes affect real people’s lives.

This role will suit someone who wants to shape how services get designed, not just design them. You’ll set the approach across multiple engagements, mentor other designers, and raise the standard of service design work across the team.

You’ll map end-to-end service journeys, identify failure points, and work across organisational boundaries to design services that work for the people who use them. You’ll be as comfortable in a workshop with policy teams as you are running a design critique.

This is a hybrid role. You’ll work from home most of the week, with two days on site at our client’s Manchester or Newcastle office, whichever is closest to you. We’re looking for candidates based within 50 miles of either location.

You’ll bring:

• Significant experience designing services in the public sector or regulated industries, with a track record of leading that work

• Deep knowledge of the GDS Service Standard and how to apply it across a portfolio of projects

• Strong skills in service blueprinting, journey mapping, and facilitation, plus the ability to coach others in them

• A user-first mindset and the confidence to navigate ambiguity with incomplete information

• Experience leading in agile, multidisciplinary teams and influencing decisions at a strategic level