Senior Service Design & Development Lead
Type: Permanent
Salary: up to £64,300
Location: Stratford, London (min 1 day per week)
Start: ASAP
Were 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. Youll 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.