Service Designer/User Researcher (Healthcare & GDS & UCD) - Permanent - Reading/Leeds, UK

Mandatory Skills:

• Familiarity with the GDS Service Manual and service design phases will be essential. (discovery, Alpha, beta, live) and service assessments.
• Demonstrated excellence in stakeholder management skills is crucial.

Key Responsibilities:

User-centred design leadership and strategy

Scope, deliver and lead components of end-to-end UCD activities in a variety of programme contexts

Plan and execute appropriate service design activities based on project needs.

Clearly articulate project problems, scopes, and success criteria to diverse audiences through compelling presentations.

Support clients through all phases of the service design process, from ideation to implementation.

Create and maintain service design deliverables like service concepts and blueprints.

Act as a troubleshooter, managing ambiguity and navigating organizational complexities.

Embed business change management into the service design process, ensuring that the impact of the service design solutions on the organisation, culture and people are understood and addressed

Stakeholder Management:

Effectively manage and communicate with stakeholders at all levels, ensuring alignment and buy-in.

Upskill and educate stakeholders and colleagues on user-centred design approaches and methods, and agile approaches to transformation.

Business Development:

Identify and pursue new opportunities with existing and new clients.

Shaping and articulating persuasive business proposals.

Contribute to applying service design and agile approaches to bids for transformation projects, ensuring alignment with client needs and expectations.

Practice Development:

Contribute to the evolution of Mastek's user-centred design and consulting strategy.

Developing propositions and points of view' for applying design thinking approaches in new markets and clients

Line manage and mentor junior team members and lead community development activities.

Experience:

Demonstratable service design experience within agile teams and complex programmes

Demonstrated application of service design methods and tools.

Experience in consultancy or leading internal projects.

Coaching, mentoring, or management experience of UCD/design teams.

Familiarity with GDS/NHS service standards and assessments and experience of running Discoveries to GDS/NHS Service Standard

Sector experience in healthcare is a bonus

Experience of operational delivery is a bonus

Skills:

Strong stakeholder management and communication skills, with the ability to gain buy-in for approach.

Strong facilitation skills for both remote and in-person workshops, meetings and research sessions.

Ability to manage complex, ambiguous projects and organizational dynamics.

Skills in related disciplines such as business change management, product design, content and communication design, or training design are a plus

Benefits:

Competitive salary with an annual performance-related bonus.

Training budget for professional growth.

Choice of MacBook or Windows laptop with necessary software.

Cycle to Work scheme.

Flexible working structure (remote or hybrid options).

Pension contributions and life insurance.

Private healthcare.

Opportunities to work on diverse projects across public and private sectors.