Lead Service Designer

• Strategic service practitioner: define the long-term vision, strategy, and roadmap for major public services, ensuring alignment between strategic policy intent, user needs, and practical delivery constraints across the full service lifecycle.
• Service Vision and alignment: act as the strategic design authority on projects, facilitating conversations with stakeholders at all levels to secure organisational alignment and investment for systemic service transformation.
• Practice shaper: take full responsibility for defining and embedding Made Tech’s Service Design standards, methodologies, and toolkits, leading the professional development and mentoring of the entire Service Design community.
• Systemic problem solver: Propose novel, high-impact Service Design approaches to problems, influencing wider policy or organisational structures based on robust research and outcome data.
• Accountability for excellence: define, measure, and assure what ‘good’ end-to-end service design looks like across a portfolio of work, holding teams and senior colleagues to account for producing high-quality, measurable service outcomes.

Collaborative and communicative leadership

• Candid-but-kind communicators: Lead challenging conversations with senior stakeholders regarding service blockers, policy constraints, and investment decisions, using data and empathy to drive commitment to user-centred outcomes.
• Growth mindset: drive continuous improvement in the practice, identifying and adopting new strategic Service Design approaches and fostering a culture of experimentation and learning within the community.

Scope

• Assure success: provide design assurance for the successful strategic design and transformation of public services, applying a holistic Service Design lens across technology, policy, process, and the client organisation’s operating model.
• Build design maturity: Lead the uplift of client service design maturity, setting strategic expectations with the most senior stakeholders and leading the delivery of training and briefing programmes.
• Design strategy: define the strategy for designing, prototyping, and testing seamless, multi-channel services, ensuring all organisational, service, and user outcomes are aligned and measured against key performance indicators.
• Championing the practice: champion the practice across Made Tech through leadership within the Community of Practice (CoP) and providing high-level coaching and mentoring support to Senior and midlevel Designers.

Commercial and practice development

• Client relationship leadership: Act as a trusted strategic design advisor to key clients, building deep, enduring relationships that unlock opportunities for transformational work.
• Advocacy and thought leadership: represent and advocate for Service Design externally as a thought leader, generating influential content (talks, blog posts, case studies) that contributes to the definition and elevation of Made Tech’s Service Design principles.
• Practice leadership: take shared responsibility for the Service Design community’s health, capability, and growth, leading on advanced skills development, mentoring, and setting the hiring strategy.

Skills, knowledge and expertise

• Service Design Mastery: operates as an industry expert in Service Design tools and methodologies (for example, Service Blueprints, Ecosystem Maps, Policy Mapping), defining how teams should apply them for maximum impact.
• Advanced coaching: able to coach and mentor other designers to a high standard, owning the definition and enforcement of the Service Design standards which others will apply across Made Tech engagements.
• Consulting leadership: takes responsibility for initiating strategic engagements, collecting complex insight, delivering advanced analysis, and leading problem resolution for high-stakes, cross-organisational problems.
• Stakeholder facilitation: collaborates with and expertly facilitates highly political and complex senior stakeholder groups to achieve alignment and commitment to service solutions, ensuring successful adoption and exploitation of new services.

Key measures

• Evidence of successfully defined and delivered strategic service transformation outcomes for major clients (i.e., tangible, measurable citizen and organisational benefit).
• Substantial impact on the capability, retention, and happiness of the Service Design community, demonstrating effective line management and mentorship of Senior Designers.
• High-quality contributions to winning strategic new business and growth opportunities.
• Consistent positive feedback from colleagues and clients regarding leadership, influence, and the maturity of Service Design standards embedded across programmes.