Lead Service Designer

2 weeks ago

London, United Kingdom Mastek Full time

Lead Service Designer


Full time

Leeds, UK


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




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


Regards

Chaya

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