Lead Service Designer

Mastek is seeking a Lead Service Designer to join our dynamic and growing User-Centred Design practice. This role involves leading impactful projects for clients across the public and private sectors, applying service design methods in agile environments, and collaborating with a diverse range of stakeholders. You will be able to balance people, process and technology in your approach to transformation and the design of services. As a Lead, you will drive the development of our UCD strategy, line manage junior team members, and contribute to business growth.

Key responsibilities:

User-centred design leadership and strategy

Scope, deliver and lead components of end-to-end UCD activities in a variety of programme contexts

Recommend and execute appropriate UCD activities based on project needs

Create and maintain phase-appropriate UCD deliverables

Clearly articulate project problems, scopes, and success criteria to diverse audiences through compelling communication

Respond to challenges, guiding and supporting the team to resolution

Support clients through all phases of the design process, from ideation to implementation

Stakeholder management

Effectively manage and communicate with stakeholders at all levels, ensuring alignment and buy-in, being seen by the client project team and senior client stakeholders as a trusted expert in your profession and in UCD

Upskill and educate stakeholders and colleagues on user-centred design approaches and methods, and agile approaches to transformation and delivery

Be commercially aware, looking for new opportunities to deliver for the client or identifying opportunities for cross-selling services

Proactively address blockers or risks within the delivery for the team, working closely with the delivery manager (or project lead) to resolve these and keeping accurate documentation

Act as a troubleshooter, managing ambiguity and navigating organizational complexities

Business development

Identify and pursue new opportunities with existing and new clients

Shaping and articulating persuasive business proposals

Lead on applying UCD and agile approaches to bids for transformation projects, ensuring alignment with client needs and expectations

Community Development:

Contribute to the evolution of Mastek’s user-centred design and consulting strategy.

Developing propositions and ‘points of view’ for applying design thinking approaches in new markets and clients

Line manage junior team members and lead community development activities

Lead on the development of the community, applying Design Operations principles

Requirements:

Experience:

At least 7 years of relevant service design or UCD experience, including experience within agile teams and complex programmes

Demonstrated application of service design methods and tools

Experience in consultancy or leading internal projects

Coaching, mentoring, or management experience of UCD/design teams

Familiarity with GDS/NHS service standards and assessments and experience of running Discoveries to GDS/NHS Service Standard

Sector experience in healthcare is a bonus

Experience of operational delivery is a bonus

Skills:

Strong stakeholder management and communication skills, with the ability to gain buy-in for approach

Strong facilitation skills for both remote and in-person workshops, meetings and research sessions

Ability to manage complex, ambiguous projects and organizational dynamics

Skills and experience in related disciplines such as business change management, product design, content and communication design, or training design are a plus