About this role
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.