At a Glance
- Tasks: Lead service design projects and improve services through user-centred design.
- Company: Join Rethink Mental Illness, a supportive and inclusive organisation.
- Benefits: Generous leave, wellbeing support, learning opportunities, and travel benefits.
- Other info: Diverse and inclusive workplace with strong commitment to mental health.
- Why this job: Make a real impact by designing better services for mental health.
- Qualifications: Experience in service design, project management, and user research.
The predicted salary is between 40000 - 50000 £ per year.
Make a difference. Design and improve services and products through continuous improvement. At Rethink Mental Illness, we’re working to become a lean organisation, with continuous improvement embedded in how we work every day. We are looking for a Service Design Manager to join our Planning & Improvement team where you’ll help lead improvements in how we design and deliver services and products.
The Business Improvement & Technology directorate was formed in January 2026, bringing together Technology & Business Systems with Compliance, Quality, Audit and PMO. This new directorate has an exciting purpose to drive real, meaningful change across the organisation. It will play a key role in improving how we work, maintaining compliance, shaping and strengthening our technology, systems, and data to deliver quality services, demonstrate our impact and enable strategic planning & delivery.
What you’ll be doing
- Lead service design and process improvement projects from discovery through to design and optimisation.
- Embed user-centred design grounded in insight, co-design and evidence based decision making.
- Identify improvement opportunities using data, performance metrics and user feedback.
- Facilitate workshops, ideation sessions and re-design processes.
- Develop process maps, personas, journeys and design artefacts.
- Oversee the production of documentation ensuring alignment to organisational architecture and delivery frameworks.
- Ensure compliance with organisational policies and regulatory requirements.
- Align service design with organisational goals, user needs and technical feasibility.
- Embed design principles and continuous improvement practices across teams.
- Work closely with stakeholders to influence, challenge and drive sustainable change.
- Mentor and coach and support colleagues in the team, building capability in service design and improvement.
- Monitor, test and refine solutions to ensure real impact.
- Establish feedback loops, monitoring and performance measures.
What you’ll bring
Essential experience
- Experienced in designing services and products over the full design lifecycle.
- Experienced project manager, ideally skilled in agile and waterfall methodologies.
- Understand user research principles, personas, journey mapping, co-design and accessibility.
- Skilled in end-to-end service mapping and identifying interdependencies.
- Ability to understand complex systems and design services that work across teams and channels.
- Ability to build strong stakeholder relationships across differing levels in Rethink Mental Illness including influencing and negotiating to achieve sustainable improvements.
- Knowledge of Lean or continuous improvement methodologies.
- Skilled in data analysis, interpreting complex data into clear and actionable insight.
- Experienced in identifying inefficiencies and redesigning processes for quality, efficiency and user experience.
- Ability to champion change, bring others on the change journey through understanding needs and engaging effectively.
- Ability to prioritise challenges, frame problems and design strategic solutions.
- Ability to communicate effectively both verbally and in written form.
Desirable
- Experience of using Lean methodologies.
- Experienced in facilitating and coaching others.
- Experience in developing technology-based products.
- Experience in user research.
Why join us?
At Rethink Mental Illness, we know that when people feel supported, they do their best work. That’s why we offer a range of benefits designed to help you thrive:
- Wellbeing support including EAP and mental health tools.
- Inclusive culture with active staff networks.
- Recognition & rewards through discounts and internal platforms.
- Generous leave – 25 days + bank holidays + your birthday off.
- Learning & development to support your growth.
- Family & financial support including pension and enhanced leave.
- Travel benefits like cycle-to-work and season ticket loans.
- Referral bonus up to £300.
Our commitment to inclusion
We’re proud to be building a diverse, inclusive and anti-racist organisation. We actively encourage applications from people of all backgrounds—especially those with lived experience of mental illness and individuals from underrepresented communities. We’re committed to creating a workplace where everyone feels heard, valued and able to belong.
Ready to apply?
If you’re passionate about designing better services—and want to use your skills to make a real difference—we’d love to hear from you. Apply today and help us rethink mental illness.
Interviews are expected to be held Monday 22nd or Wednesday 24 June.
Service Design Manager in London employer: Rethink Mental Illness
At Rethink Mental Illness, we pride ourselves on fostering a supportive and inclusive work environment where employees are empowered to make a meaningful impact. With a strong focus on continuous improvement and professional development, we offer generous benefits including wellbeing support, extensive leave, and opportunities for learning and growth. Join us in our mission to design better services and contribute to a culture that values diversity and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Service Design Manager in London
✨Tip Number 1
Get to know the company inside out! Research Rethink Mental Illness, their values, and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Service Design Manager. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for the team.
We think you need these skills to ace Service Design Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in service design and continuous improvement. We want to see how your skills align with our mission at Rethink Mental Illness!
Showcase Your Projects:Include specific examples of projects you've led or contributed to that demonstrate your ability to improve services and products. We love seeing real-life applications of your skills, so don’t hold back!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences shine through without unnecessary fluff.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Rethink Mental Illness
✨Know Your Service Design Inside Out
Make sure you’re well-versed in the principles of service design and continuous improvement. Brush up on user-centred design, journey mapping, and how to leverage data for insights. Being able to discuss these concepts confidently will show that you’re ready to lead projects effectively.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully led service design or process improvement projects. Be ready to share how you identified opportunities, facilitated workshops, and drove change. This will help demonstrate your hands-on experience and problem-solving skills.
✨Understand Rethink's Mission
Familiarise yourself with Rethink Mental Illness and its goals. Understand their commitment to continuous improvement and how your role as a Service Design Manager can contribute to that mission. Showing genuine interest in the organisation will set you apart from other candidates.
✨Engage with Stakeholders
Be prepared to discuss how you would build relationships with various stakeholders. Think about how you can influence and negotiate to achieve sustainable improvements. Highlighting your communication skills and ability to engage effectively will be crucial in this role.
