Lead Service Designer

We are looking for a lead service designer to join Mastek.

You are a service design expert. You provide leadership to one or more agile teams of software engineers, designers, user researchers, product managers, and other stakeholders. You help project teams build coherent services.

You decide which service design activities are appropriate for the project. Activities could include: client workshops, service definitions, service blueprints, service concepts, customer journey mapping, business model canvas, rapid prototyping, ethnographic studies, creative brainstorming, and persona development.

You neatly articulate the problem to be solved, the scope of the service and success criteria.

You produce compelling end-to-end, front-to-back service experiences that become the focal point of service development. You can persuasively communicate your service vision to diverse audiences through written, visual, and oral presentations.

You are skilled at navigating politics and organisational complexity within projects. You are pragmatic, comfortable working at pace, and eager to deliver business value early. You can overcome any business constraints with imagination, creativity, and a focus on meaningful outputs.

On government projects, we use the GDS Service Standard as our north star, but you are skilled enough to know how to improve on the standard.

Because of your experience, you can act as a service designer “trouble-shooter” and deal with ambiguity and noise in projects and still provide effective service design to complex and non-standard projects. You can guide project teams on the necessary service design activities needed for their project. These activities can be performed by you, or by other service designers supervised by you.

You will own Mastek’s service design playbook.

The role allows for opportunities to gain management experience and you will work with the Head of DSD.

You will work with other Mastek departments and customers on activities such as: helping on bid responses for the sales team, representing Mastek at external conferences, and developing case studies.

Qualifications and Skills

A master’s degree in a relevant subject or equivalent practical experience.

Relevant service design experience within an agile development team.

Evidence of practical application service design methods and tools.

8 years of relevant service design experience.

Experience of managing UX/UR teams and/or

a recognised leadership qualification.

A good understanding of the strengths and shortcomings of different service design methods, including when and how to apply them during the product development process.

Experience of GDS service standard and GDS assessments.

Evidence of taking lead roles, mentoring, and really owning complex and/or high value projects.