Requirements
- Proven experience leading service design across complex services or transformation programmes.
- A hands-on approach, with the ability to contribute directly within multidisciplinary teams.
- Experience working across sectors (e.g. public sector, financial services, insurance, or consumer brands), or the ability to adapt quickly between them.
- A consultative mindset, with strong stakeholder management and facilitation skills.
- Confidence working on-site with clients and embedding into their teams.
- Ability to operate in ambiguity and bring structure to complex, evolving problem spaces.
- A flexible skillset spanning service design, CX, UX, research, product, or strategy.
- Strong systems thinking, connecting user experience with operations, technology, and data.
- An understanding of both structured approaches (e.g. GDS) and commercially driven environments and how to balance them.
- Commercial awareness, with the ability to spot opportunities and contribute to growth.
- Experience working in agile, cross-functional teams.
- Commitment to accessibility and inclusive design.
- A pragmatic, collaborative mindset focused on outcomes over process or purity.
Team
Structure: multidisciplinary team of designers, researchers, strategists, and technologists
