At a Glance
- Tasks: Design and improve public services using innovative Service Design approaches.
- Company: Join Made Tech, a forward-thinking company dedicated to enhancing society through technology.
- Benefits: Enjoy 30 days holiday, flexible working hours, remote options, and paid counselling.
- Other info: Be part of a vibrant community focused on growth and impactful service delivery.
- Why this job: Make a real difference in public services while collaborating with passionate professionals.
- Qualifications: Expertise in Service Design tools and experience in coaching others.
The predicted salary is between 48000 - 72000 £ per year.
Senior Service Designers at Made Tech are expert practitioners who specialise in understanding, designing, and improving end-to-end public services. We are looking for an expert who can operate strategically and tactically across the full-service lifecycle, from initial policy intent to digital delivery and organisational change. Success in this role means using a systemic, Service Design approach to deliver positive, measurable outcomes for citizens and the public sector. Made Tech wants to positively impact the country's future by using technology to improve society. We believe a Service Design-led approach is crucial for creating positive outcomes in the public sector, ensuring critical services - enabled by technology - are cohesive, accessible, and efficient across all channels.
You will be instrumental in maturing our community of designers and researchers to meet the growing demand for systemic, service-led delivery.
About the role:
Senior Service Designers are expert Service Practitioners able to develop new and novel, service-centred approaches to highly complex challenges, based on fundamental design and public service principles. We expect the role holder to be a strategic thinker able to facilitate conversations with senior stakeholders to build understanding and alignment and help deliver intended outcomes and impact. Take the initiative and be fully responsible for defining the Service Design approach from first principles, proposing alternative ways to deliver complex service improvements. Define what ‘good’ end-to-end service design looks like on an engagement, enabling and holding cross-functional teams to account for producing high-quality service maps, blueprints, and deliverables, measuring the impact of your designs. Comfortable with owning a problem and committed to seeing the service improvement through to resolution. Actively look to deliver a positive service outcome, using data and research insights to influence wider organisational or policy change.
Collaborative and Communicative
- Candid-but kind Communicators: Give and receive feedback often, comfortable having difficult conversations about policy, organisational constraints, or service blockers to drive service improvements.
- Growth Mindset: Always willing to learn and develop, bringing new approaches and thinking into our Service Design community.
Key Responsibilities
- Assure the successful design and delivery of public services by applying a holistic Service Design lens across technology, policy, process, and organisation.
- Build service design maturity, facilitating the design process, communicating complex service decisions to teams, and setting strategic expectations with senior stakeholders.
- Design, prototype and test seamless (online and offline) services, ensuring all organisational, service, and user outcomes are aligned.
- Championing the practice across Made Tech through CoP participation, development and delivery of training/briefings, providing coaching and mentoring support, etc.
- Build trust with clients by demonstrating the value of a Service Design approach and understanding their strategic needs for service improvement.
- Support the commercial team to win new work by contributing strategic Service Design thinking and reviewing bids related to service transformation and user-centred design (UCD).
- Represent and advocate for user-centred Service Design publicly and internally through talks, blogs, and case studies, contributing to the definition of Made Tech's Service Design principles.
- Take an active role in the Service Design community, leading on developing and sharing good practice, and actively supporting the hiring and retention of expert Service Designers.
Skills, Knowledge & Expertise
- An expert in using core Service Design tools, including but not limited to Service Blueprints, Ecosystem Maps, and Stakeholder Maps, as well as prototyping tools like Figma and the GOV.UK prototyping kit.
- Experience of championing the value and practice of Service Design internally and externally, influencing clients, partners, and peers on its contribution.
- Able to coach and mentor other designers, defining and setting the Service Design standards which others will apply across our engagements.
- Lead activities to map the existing service landscape, identify user and business needs, and create a shared, cross-organisational understanding of the problems to solve.
- Map and prototype end-to-end service experiences, clearly articulating user journeys, touchpoints (digital and non-digital), front-stage interactions, and back-stage processes using Service Blueprints.
- Make public services simple to explain, understand, and use by removing unnecessary complexity and keeping designs focused on creating positive outcomes for people and society (internal and external users).
- Ensure designs consider the entire service system, understanding the relationship between digital interfaces, policy, operations, and the overall client organisational requirements.
Consulting
- Takes responsibility for understanding client ambitions, collecting insight, delivering analysis and problem resolution.
- Identifies, evaluates and recommends options.
- Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements.
- Seeks to fully address client needs and implements solutions if required.
- Enhances the capabilities and effectiveness of clients, by ensuring that proposed solutions are fully understood and appropriately exploited.
Key Measures
- Case studies demonstrating the successful application of Service Design to deliver good public services and measurable service outcomes.
- Positive impact on the growth, capability, and happiness of the Service Design community at Made Tech.
- Successful definition and delivery of service improvement objectives on time and to the expected quality standard.
We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We’ve recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to.
Here are some of our most popular benefits listed below:
- 30 days Holiday: we offer 30 days of paid annual leave plus bank holidays.
- Flexible Working Hours: we are flexible with what hours you work.
- Flexible Parental Leave: we offer flexible parental leave options.
- Remote Working: we offer part-time remote working for all our staff.
- Paid counselling: we offer paid counselling as well as financial and legal advice.
If successful, you will be required to undertake an SC clearance.
Senior Service Designer in London employer: Made Tech
Made Tech is an exceptional employer for Senior Service Designers, offering a dynamic work culture that prioritises collaboration, innovation, and personal growth. With a commitment to improving public services through technology, employees benefit from 30 days of annual leave, flexible working hours, and a range of wellness initiatives, all while contributing to meaningful societal change. The company fosters a supportive environment where professional development is encouraged, making it an ideal place for those looking to make a positive impact in the public sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Designer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the Service Design community and let them know you're on the lookout for opportunities. Attend meetups or webinars related to public services and share your insights – it’s a great way to get noticed!
✨Tip Number 2
Showcase your expertise! Create a portfolio that highlights your best work in Service Design, including case studies that demonstrate measurable outcomes. This will not only impress potential employers but also give you confidence during interviews.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you can articulate your approach to complex service challenges and how you've influenced change in previous roles. Practise with a friend or mentor to refine your responses.
✨Tip Number 4
Apply through our website! We’re always looking for passionate individuals who want to make a difference in public services. Tailor your application to highlight how your skills align with our mission at Made Tech – we want to see your enthusiasm!
We think you need these skills to ace Senior Service Designer in London
Some tips for your application 🫡
Show Your Service Design Skills:Make sure to highlight your expertise in Service Design tools and methodologies. We want to see how you’ve used these skills to tackle complex challenges and deliver positive outcomes in your previous roles.
Be Strategic and Tactical:Demonstrate your ability to think both strategically and tactically. Share examples of how you've navigated the full-service lifecycle, from policy intent to digital delivery, and how you’ve influenced organisational change.
Communicate Clearly:We value candid communication, so be clear and concise in your application. Use straightforward language to explain your experiences and how they align with our mission to improve public services.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to make a difference in public service design.
How to prepare for a job interview at Made Tech
✨Know Your Service Design Tools
Familiarise yourself with core Service Design tools like Service Blueprints and Ecosystem Maps. Be ready to discuss how you've used these in past projects, as this will show your expertise and ability to deliver high-quality service designs.
✨Showcase Your Strategic Thinking
Prepare examples that demonstrate your strategic thinking and problem-solving skills. Think about times when you facilitated conversations with senior stakeholders to align on service improvements, as this is crucial for the role.
✨Emphasise Collaboration and Communication
Highlight your experience in collaborative environments. Be prepared to discuss how you've navigated difficult conversations and provided feedback to drive service improvements, showcasing your candid but kind communication style.
✨Demonstrate a Growth Mindset
Share instances where you've embraced new approaches or learned from challenges. This will resonate well with Made Tech's emphasis on continuous learning and development within their Service Design community.
