Lead Service Designer

1 month ago

Leeds, United Kingdom Mastek Full time

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
  • 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



Benefits:

  • Competitive salary with an annual performance-related bonus
  • Training budget for professional growth
  • Choice of MacBook or Windows laptop with necessary software
  • Cycle to Work scheme
  • Flexible working structure (remote or hybrid options)
  • Pension contributions and life insurance
  • Private healthcare
  • Opportunities to work on diverse projects across public and private sectors

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