Service Designer

Mastek is seeking a Senior 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 Senior, you will contribute to the development of our UCD strategy, line manage and mentor 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
• Plan and execute appropriate service design activities based on project needs.
• Clearly articulate project problems, scopes, and success criteria to diverse audiences through compelling presentations.
• Support clients through all phases of the service design process, from ideation to implementation.
• Create and maintain service design deliverables like service concepts and blueprints.
• Act as a trouble-shooter, managing ambiguity and navigating organizational complexities.
• Embed business change management into the service design process, ensuring that the impact of the service design solutions on the organisation, culture and people are understood and addressed

Stakeholder Management:

• Effectively manage and communicate with stakeholders at all levels, ensuring alignment and buy-in.
• Upskill and educate stakeholders and colleagues on user-centred design approaches and methods, and agile approaches to transformation.

Business Development:

• Identify and pursue new opportunities with existing and new clients.
• Shaping and articulating persuasive business proposals.
• Contribute to applying service design and agile approaches to bids for transformation projects, ensuring alignment with client needs and expectations.

Practice 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 and mentor junior team members and lead community development activities.

Requirements:

Experience:

• Demonstratable service design 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 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.