Service Design Lead

Description & Requirements

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year.

Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.

From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

Role Summary

As a Service Design Lead, you will be responsible for leading the design and implementation of innovative service solutions that enhance customer experiences and drive business growth.

You will collaborate with cross-functional teams to identify opportunities, develop strategies, and execute service design projects from concept to delivery.

Essential Duties & Responsibilities

• Lead the end-to-end service design process, including research, ideation, prototyping, and testing.

• Collaborate with stakeholders to understand business goals, user needs, and technical constraints.

• Develop and communicate service design strategies, frameworks, and roadmaps.

• Facilitate workshops and co-creation sessions with internal teams and external partners.

• Create detailed service blueprints, journey maps, and other design artifacts.

• Ensure the seamless integration of digital and physical touchpoints in service delivery.

• Advocate for user-centred design principles and best practices across the organization.

• Mentor and guide junior architects, fostering a culture of continuous learning and improvement.

• Stay up-to-date with industry trends and emerging technologies to inform design decisions.

Qualifications and/or Experience

• A qualification or demonstrable experience in Service Design, Interaction Design, Human-Computer Interaction (or related field).

• Proven experience in service design, with a strong portfolio showcasing successful projects.

• Experience communicating and presenting to teams, with the ability to articulate complex ideas clearly.

• Proficiency in design tools such as Sketch, Figma, Adobe Creative Suite, and prototyping tools.

• Experience in leading and mentoring design teams

Individual competencies

Technical Skills:

• Proficiency in service design frameworks and tools, such as service blueprints, journey mapping, and ecosystem mapping.

• Strong skills in conducting qualitative and quantitative research to understand user needs and behaviours.

• Ability to create and test prototypes to validate design concepts and iterate based on feedback.

Analytical Skills:

• Strong problem-solving skills and an ability to develop innovative solutions.

• Ability to analyse data to inform design decisions and measure the impact of service improvements.

Interpersonal Skills:

• Excellent verbal and written communication skills to articulate design concepts and strategies clearly.

• Ability to work effectively with cross-func...