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.

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 Design standards which others will apply across Made Tech engagements.
Take responsibility for initiating strategic engagements, collecting complex insight, delivering advanced analysis, and leading problem resolution for high-stakes, cross-organisational problems.
Collaborates with and expertly facilitates highly political and complex senior stakeholder groups to achieve alignment and commitment to service solutions, ensuring successful adoption and exploitation of new services.

Lead Service Designer

Key skills