Lead Service Designer

As a Lead Service Designer, you’ll be welcomed into a thriving, exciting in-house product team, alongside other service designers, user researcher, content designers, business analysts and product managers. It’s essential you’re open-minded, great at working in a team, have experience in developing people, growing practices, and designing services that are fast, accessible, joint-up and simple to use. Most importantly you are up for the challenge to make public service more outcome-focused and growing a new practice. We are a new team, so there’s plenty of scope for having your say!

What your role will involve:

You’ll be part of our brand-new in-house product function as part of the Digital and Customer service team. You’ll report to the Head of Product.

As a Lead Service Designer, you’ll take a lead role in the service design community across Royal Borough of Greenwich, setting standards and leading service design of new, complex products and services. You’ll directly lead on our most complex, risky, and interdependent priority areas, working as part of the multidisciplinary team and partner with service areas, acting as the bridge between transformational goals and the practicalities of product delivery.

You will lead by example by being the senior practitioner of the team, working through the entire design and delivery process, from framing problems, understanding, and visualising service landscape, improving, and reimagining end-to-end service, crafting service details, prototyping service to orchestrating work to support implementation.

What your day-to-day responsibilities will look like 

• Build and lead a service design team and community at the Royal Borough of Greenwich; hire team members, codify ways of working, set standards of practice and behaviour based on modern industry standards and your experience
• Lead on developing and growing the service design community of practice
• Act as ambassador for service design across the council and helping other leaders to see the potential and benefits of service design.
• Work closely with large, complex service areas to help them build their digital transformation plans, helping them to map and see opportunities to transform their areas, coaching them to build ambitious plans.
• Work with different types of service across digital and non-digital channels and methods of access.
• Help colleagues see their services through a people lens with a design state of mind, helping them to map and discover opportunities for transformation in their areas.
• Help colleagues reimagine their services to improve service outcomes and reduce the cost of delivery.
• Co-ordinate cross-disciplinary project teams and professions to identify design patterns and reusable components to tackle common problems across the organisation.
• Use data, design thinking and agile ways of working to solve problems, test ideas quickly, iterate what you do and embed a learning culture.
• Work with senior leaders across the council to help them understand service design, helping them see what’s possible.
• Line manage people, develop talent and manage performance robustly.
• Actively look for opportunities to improve the internal processes of knowledge management, learning and development, getting feedback, running design critique and meetings, etc.
• Run events and give development opportunities