Define the long-term vision, strategy, and roadmap for major public services, aligning policy intent, user needs, and delivery constraints across the service lifecycle.
Act as strategic design authority on projects and facilitate stakeholder conversations to secure organisational alignment and investment for service transformation.
Define and embed Service Design standards, methodologies, and toolkits, and lead the professional development and mentoring of the Service Design community.
Propose high-impact Service Design approaches informed by research and outcome data, influencing policy or organisational structures.
Define, measure, and assure quality end-to-end service design across a portfolio, holding teams and senior colleagues accountable for measurable service outcomes.
Lead challenging conversations with colleagues and senior stakeholders about service blockers, policy constraints, and investment decisions, using data and empathy to secure commitment to user-centred outcomes.
Drive continuous improvement in the practice by identifying and adopting strategic Service Design approaches and fostering experimentation and learning.
Provide design assurance for strategic design and transformation of public services across technology, policy, process, and the client organisation’s operating model.
Lead improvements in client service design maturity, set strategic expectations with senior stakeholders, and lead training and briefing programmes.
Define strategies for designing, prototyping, and testing seamless, multi-channel services, aligning organisational, service, and user outcomes and measuring them against key performance indicators.
Champion the practice through leadership within the Community of Practice and provide high-level coaching and mentoring to Senior and midlevel Designers.
Lead Service Designers at Made Tech are strategic leaders responsible for helping to shape the Service Design practice, owning the strategic direction of complex, high-impact services, and driving organisational change across multiple client engagements. This role requires an expert Service Design practitioner who operates at the intersection of policy, technology, and operations, significantly influencing senior client strategy and developing the next generation of designers. Success is measured by the improvement of public services and the quality of the Service Design community.
Made Tech wants to positively impact the country's future by using technology to improve society. As a Lead Service Designer, you will move beyond single-project delivery to take accountability for the design and strategic direction of multiple client projects. You will champion and embed Service Design as a strategic capability within client organisations and within Made Tech.
About the role:
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.
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.
Take 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.
Propose high-impact Service Design approaches to problems, influencing wider policy or organisational structures based on robust research and outcome data.
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
Lead challenging conversations with colleagues at all levels, senior stakeholders regarding service blockers, policy constraints, and investment decisions, using data and empathy to drive commitment to user-centred outcomes.
Lead 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
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.
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.
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.
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.