Job Description

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