Lead Service Designer

4 weeks ago

Leeds, United Kingdom Mastek UK Ltd Full time
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
* 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
Location: Flexible (Remote, with options to work from offices in Reading and Leeds. You may be required to work part-time from client offices.)

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