Senior Service Designer

Overview

Senior Service Designers at Made Tech are expert practitioners who specialise in understanding, designing, and improving end‑to‑end public services. We are looking for an expert who can operate strategically and tactically across the full‑service lifecycle, from initial policy intent to digital delivery and organisational change. Success in this role means using a systemic Service Design approach to deliver positive, measurable outcomes for citizens and the public sector.

Made Tech wants to positively impact the country’s future by using technology to improve society. We believe a Service Design‑led approach is crucial for creating positive outcomes in the public sector, ensuring critical service‑enabled by technology are cohesive, accessible and efficient across all channels. The Senior Service Designer will be instrumental in maturing our community of designers and researchers to meet the growing demand for systemic, service‑led delivery.

They will develop new and novel, service‑centred approaches to highly complex challenges, based on fundamental design and public service principles. The role holder will think strategically, facilitate conversations with senior stakeholders, define the Service Design approach from first principles, propose alternative ways to deliver complex service improvements, establish what ‘good’ end‑to‑end service design looks like, and hold cross‑functional teams accountable for producing high‑quality service maps, blueprints and deliverables while measuring the impact of their designs.

They will actively look to deliver a positive service outcome, using data and research insights to influence wider organisational or policy change, communicate candidly yet kindly, and maintain a growth mindset.

• Assure the successful design and delivery of public services by applying a holistic Service Design lens across technology, policy, process and organisation.
• Build service design maturity, facilitating the design process, communicating complex service decisions to teams, and setting strategic expectations with senior stakeholders.
• Design, prototype and test seamless (online and offline) services, ensuring all organisational, service, and user outcomes are aligned.
• Champion the practice across Made Tech through CoP participation, development and delivery of training/briefings, and providing coaching and mentoring support.
• Build trust with clients by demonstrating the value of a Service Design approach and understanding their strategic needs for service improvement.
• Support the commercial team to win new work by contributing strategic Service Design thinking and reviewing bids related to service transformation and user‑centred design (UCD).
• Represent and advocate for user‑centred Service Design publicly and internally through talks, blogs and case studies, contributing to the definition of Made Tech’s Service Design principles.
• Lead on developing and sharing good practice, and actively support the hiring and retention of expert Service Designers.

• Expertise in core Service Design tools, including Service Blueprints, Ecosystem Maps, Stakeholder Maps, Figma and the  prototyping kit.
• Experience championing the value and practice of Service Design internally and externally, influencing clients, partners and peers.
• Ability to coach and mentor other designers, defining and setting Service Design standards for engagements.
• Lead activities to map the existing service landscape, identify user and business needs, and create a shared, cross‑organisational understanding of problems to solve.
• Map and prototype end‑to‑end service experiences, articulating user journeys, touchpoints (digital and non‑digital), front‑stage interactions and back‑stage processes using Service Blueprints.
• Make public services simple to explain, understand and use by removing unnecessary complexity and keeping designs focused on positive outcomes for people and society.
• Ensure designs consider the entire service system, understanding the relationship between digital interfaces, policy, operations and the overall client organisational requirements.
• Consulting:
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