Lead Service Designer

London Borough of Hackney
We are looking for people with a clear vision for delivering excellent and inclusive services who have experience of delivering transformational results and excellent user experiences, and are able to influence colleagues across services to make effective use of data and service design. Working as part of an effective, multidisciplinary team, you will need to lead and inspire a team of service designers to work closely with user researchers and data analysts in order to put user needs at the heart of all decision making.
You will coordinate service design activities across a wide range of projects, providing oversight and support as well as expert advice on methodology, approaches, tools, quality and standards.
It is an exciting opportunity to champion the voice of the customer/ user, leading customer/ user-centred design across the Council’s services and improving the customer experience to provide ‘right first time’ solutions for Hackney customers.
Key accountabilities
- Manage a Community of Practice, enabling service designers to work as part of a multidisciplinary team and developing them to adopt user-centred practises and embed them into their agile workflow
- Understand organisational goals and challenges, aligning research activities to the Mayor’s priorities, corporate objectives and the Customer Experience Roadmap
- Ensure delivery of high quality service design to inform a high quality user experience – leading on identifying, understanding and validating (through prototyping) user needs for new and amended service
- Explain user needs to senior leaders, and act as a persuasive advocate for those needs both within product and wider teams.
Skills and Experience
- An expert practitioner who can influence stakeholders, and lead teams to collaborate with services to design and improve end-to-end journeys for residents.
- Proven ability to use a wide range of service design methods and Agile techniques to achieve demonstrable results to improve the customer experience and encourage adoption of these across the organisation
- Well versed in communicating and engaging with a wide range of stakeholders
- Able to make decisions through the analysis of relevant information and risk assessment that demonstrate commitment to the Council’s vision for a better Hackney.
More jobs at London Borough of Hackney

Service Designer
London Borough of Hackney

Service Designer
London Borough of Hackney

Service Designer
London Borough of Hackney
More jobs in UK

Service Designer
TRIA

Senior Service Designer
NEC Software Solutions

Service Designer
National Highways
Report this Job Listing
Proud Partners


We can help you attract the best service design talent and grow your brand. Partner with us.
Don’t miss important updates.
Join our email list to stay updated on new jobs, resources, events, and more to help you with your career