Senior Service Designer

3 Days Old

Senior Service Designers at Made Tech Senior Service Designers are expert practitioners who specialise in understanding, designing, and improving end-to-end public services. With a systemic, Service Design approach, they deliver measurable outcomes for citizens and the public sector. About the role
Strategically develop novel, service-centred approaches to complex challenges based on design and public service principles. Facilitate conversations with senior stakeholders to build alignment and deliver intended outcomes. Define the Service Design approach from first principles, proposing alternative delivery methods for complex service improvements. Set the standard for high‑quality service maps, blueprints, and deliverables, measuring impact. Own problems and drive service improvements to resolution, using data and research insights to influence organisational or policy change.
Collaborative and Communicative
Communicate candidly, give and receive feedback, and tackle difficult conversations about policy, constraints, or blockers. Adopt a growth mindset, continually learning and bringing new approaches to the Service Design community.
Key Responsibilities
Assure design and delivery of public services through a holistic Service Design lens across technology, policy, process, and organisation. Build Service Design maturity, facilitate the design process, communicate decisions, and set strategic expectations with senior stakeholders. Design, prototype, and test seamless online and offline services, aligning all organisational, service, and user outcomes. Champion the practice within Made Tech through CoP participation, training, coaching, and mentoring. Build trust with clients by demonstrating the value of Service Design and understanding their strategic needs. Support the commercial team to win new work by contributing strategic Service Design thinking to bids. Advocate for user‑centred Service Design publicly and internally via talks, blogs, and case studies. Lead community practice development and support hiring and retention of expert Service Designers.
Skills, Knowledge & Expertise Service Design
Expertise in core Service Design tools such as Blueprinting, Ecosystem Mapping, Stakeholder Mapping, and prototyping tools (Figma, GOV.UK prototyping kit). Champion the value and practice of Service Design internally and externally. Coach and mentor designers, defining and setting Service Design standards. Lead activities to map existing service landscapes, identify user and business needs, and create cross‑organisational understanding of problems. Map and prototype end‑to‑end service experiences, articulating journeys, touchpoints, and back‑stage processes. Simplify public services, removing unnecessary complexity while focusing on positive outcomes. Consider the entire service system, understanding relationships between digital interfaces, policy, operations, and client organisational requirements.
Consulting
Understand client ambitions, collect insight, deliver analysis and problem resolution. Identify, evaluate, and recommend options. Collaborate with and facilitate stakeholder groups within formal or informal consultancy agreements, ensuring solutions are fully understood and implemented. Enhance client capabilities by ensuring proposed solutions are fully understood and exploited.
Key Measures
Case studies demonstrating successful application of Service Design and measurable outcomes. Positive impact on growth, capability, and happiness within the Service Design community at Made Tech. Successful definition and delivery of service improvement objectives on time and to required quality standards.
Benefits
30 days holiday plus bank holidays. Flexible working hours, remote working, and part‑time remote options. Flexible parental leave. Smart Tech scheme, Cycle to Work scheme, and individual benefits allowance. Optional social and wellbeing calendar of events. Paid counselling and financial/legal advice.
SC clearance may be required. Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Consulting IT Services and IT Consulting
Location
Manchester Area, United Kingdom
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Location:
Manchester
Job Type:
FullTime

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