Senior Service Design & Development Lead
Type: Permanent | Salary: up to £64,300 | Location: Stratford, London (min 1 day per week) | Start: ASAP
We're looking for a senior service design & development Lead. This is a unique opportunity to drive innovation that helps people affected by illness live longer, better lives. You'll lead a team delivering agile innovation projects, testing new approaches and embedding user‑centred design to improve services and deliver strategic impact.
Initially, the role will focus on:
- Developing personalised information journeys in partnership with Fundraising to improve user outcomes and build longer‑term relationships with supporters.
- Testing and implementing omni‑channel and AI‑informed approaches to service delivery to support channel diversification and innovation.
Key Responsibilities
- Establish and lead a new service innovation and development unit.
- Deliver innovation projects from concept to launch, using agile methodologies, design sprints and rapid prototyping.
- Identify and test opportunities to use AI and emerging technologies to improve services and content delivery.
- Use data, analytics and user insight to drive decision‑making and measure impact.
- Facilitate workshops and collaborative innovation activities.
- Build strong partnerships and influence stakeholders across the organisation.
- Lead a team of 3–5 direct reports and provide matrix leadership across functions.
Experience required
- A strong track record of delivering innovation projects with measurable impact in a charity, healthcare or public sector environment.
- Experience in service design, human‑centred design and behavioural insight.
- Expertise in agile delivery approaches and rapid experimentation.
- Knowledge of the evolving AI landscape and its application within digital services or content environments.
- Strong stakeholder management, project leadership and facilitation skills.
- A commitment to involving people with lived experience in service development.
- The ability to thrive in ambiguity, working with curiosity, resilience and a test‑and‑learn mindset.
Desirable
- Experience in health‑related services.
- Formal training in service design, design thinking or innovation methodologies.
