Mastek is seeking a Senior 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 Senior, you will contribute to the development of our UCD strategy, line manage and mentor junior team members, and contribute to business growth.
Location: Flexible (Remote, with options to work from offices in Reading and Leeds. You may be required to work part-time from client offices.)
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
· Plan and execute appropriate service design activities based on project needs.
· Clearly articulate project problems, scopes, and success criteria to diverse audiences through compelling presentations.
· Support clients through all phases of the service design process, from ideation to implementation.
· Create and maintain service design deliverables like service concepts and blueprints.
· Act as a troubleshooter, managing ambiguity and navigating organizational complexities.
· Embed business change management into the service design process, ensuring that the impact of the service design solutions on the organisation, culture and people are understood and addressed
Stakeholder Management:
· Effectively manage and communicate with stakeholders at all levels, ensuring alignment and buy-in.
· Upskill and educate stakeholders and colleagues on user-centred design approaches and methods, and agile approaches to transformation.
Business Development:
· Identify and pursue new opportunities with existing and new clients.
· Shaping and articulating persuasive business proposals.
· Contribute to applying service design and agile approaches to bids for transformation projects, ensuring alignment with client needs and expectations.
Practice 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 and mentor junior team members and lead community development activities.
Experience:
· Demonstratable service design experience within agile teams and complex programmes
· Demonstrated application of service design methods and tools.
· Experience in consultancy or leading internal projects.
· 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 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.
· Opportunities to work on diverse projects across public and private sectors.