Lead Service Designer

Lead Service Designers at Made Tech are strategic leaders responsible for helping to shape the Service Design practice, owning the strategic direction of complex, high-impact services, and driving organisational change across multiple client engagements. This role requires an expert Service Design practitioner who operates at the intersection of policy, technology, and operations, significantly influencing senior client strategy and developing the next generation of designers.

Success is measured by the improvement of public services and the quality of the Service Design community.

Made Tech wants to positively impact the country's future by using technology to improve society. As a Lead Service Designer, you will move beyond single-project delivery to take accountability for the design and strategic direction of multiple client projects. You will champion and embed Service Design as a strategic capability within client organisations and within Made Tech.

• Define the long-term vision, strategy, and roadmap for major public services, ensuring alignment between strategic policy intent, user needs, and practical delivery constraints across the full service lifecycle.
• Act as the strategic design authority on projects, facilitating conversations with stakeholders at all levels to secure organisational alignment and investment for systemic service transformation.
• Take responsibility for defining and embedding Made Tech’s Service Design standards, methodologies, and toolkits, leading the professional development and mentoring of the entire Service Design community.
• Propose high-impact Service Design approaches to problems, influencing wider policy or organisational structures based on robust research and outcome data.
• Define, measure, and assure what ‘good’ end-to-end service design looks like across a portfolio of work, holding teams and senior colleagues to account for producing high-quality, measurable service outcomes.

• Lead challenging conversations with colleagues at all levels, senior stakeholders regarding service blockers, policy constraints, and investment decisions, using data and empathy to drive commitment to user‑centred outcomes.
• Lead continuous improvement in the practice, identifying and adopting new strategic Service Design approaches and fostering a culture of experimentation and learning within the community.

• Provide design assurance for the successful strategic design and transformation of public services, applying a holistic Service Design lens across technology, policy, process, and the client organisation’s operating model.
• Lead the uplift of client service design maturity, setting strategic expectations with the most senior stakeholders and leading the delivery of training and briefing programmes.
• Define the strategy for designing, prototyping, and testing seamless, multi‑channel services, ensuring all organisational, service, and user outcomes are aligned and measured against key performance indicators.
• Champion the practice across Made Tech through leadership within the Community of Practice (CoP) and providing high‑level coaching and mentoring support to Senior and mid‑level Designers.

• Act as a trusted strategic design advisor to key clients, building deep, enduring relationships that unlock opportunities for transformational work.
• Represent and advocate for Service Design externally as a thought leader, generating influential content (talks, blog posts, case studies) that contributes to the definition and elevation of Made Tech's Service Design principles.
• Take shared responsibility for the Service Design community's health, capability, and growth, leading on advanced skills development, mentoring, and setting the hiring strategy.

• Operates as an industry expert in Service Design tools and methodologies (for example, Service Blueprints, Ecosystem Maps, Policy Mapping), defining how teams should apply them for maximum impact.
• Able to coach and mentor other designers to a high standard, owning the definition and enforcement of the Service…