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Lead Service Designer

About The Role

As a Lead Service Designer, you will be reporting to the Head of Service Design and support them in leading a stable and knowledgeable practice.

On client projects, your deep expertise means you’ll support teams as a project director and manage or maintain the quality of the design work delivered. You’ll work as part of multidisciplinary teams, including others in DT Design and across TPXimpact as well as associates and client teams.

You’ll support running the practice effectively as a line manager and mentor.

Dimensions

Budget

DT Design Level 11

Key performance indicators for the role

Individual utilisation: 90

Problem solving responsibility and complexity

Medium/high, providing project direction (delivery) and providing practice specific support on client projects, including holding ambiguity with the ability to adapt to fast changing situations.

Internal / External interactions

Managing delivery and client relationships directly when on small projects where no delivery support is available contribute to sales activities (bids, public speaking, blogging)

About You

Responsibilities

You lead the design dimension of our client work as a Lead or Project Director
support business development activities, including leading work for proposals and sales bids, and contributing to pitches and client presentations.
You feel comfortable having difficult conversations with others about where a project is going, where the risks and challenges are
You are capable of proactive and reactive communication including facilitating difficult discussions with diverse senior stakeholders.
You co-design and contribute actively to Community of Practice activities
You can lead and inspire in a community environment while coaching/mentoring more junior members of the team
Stay up-to-date with the latest industry trends and technologies, and share this knowledge with others
You line manage others in your practice which includes helping individuals address their goals and objectives, contributing to mid/end of probation reviews, supporting the Head of Practice with performance related processes.
You know how to adapt your approach to different clients depending on their organisation cultures, design maturity and appetite for change.
Foster a culture of collaboration and continuous improvement on teams and across TPXimpact
You communicate the value of user centred design to our clients effectively
You can confidently communicate the story of our work and impact
build trust with teams and clients to create the right conditions for design to be successful in organisations
You can coach client teams

Technical skills

You can map complexity within a system and organisation; relationships, influences, dependencies, patterns, dynamics.
You can articulate service propositions and can develop different service models based on user and organisation needs.
You can translate ideas, from sketching through to high-fidelity designs to test assumptions and hypotheses, and bring ideas to life with stakeholders
You're confident using co-design approaches to bring different people together including users and stakeholders
You can create visual and engaging artefacts to communicate experiences, problems, opportunities and ideas, including both high level conceptual diagrams and detailed service blueprints
You actively contribute to service backlogs and keep the user needs at the heart of the project
You have experience of designing or supporting design of inclusive and accessible products and services
Experience of working with technology and change specialists in technical and complex programmes of work that includes alpha, beta live phases.

Behaviours and PACT values

Purpose: You’ll be highly values driven, recognising that our clients needs are paramount. You’ll be able to approach client engagements with professionalism, creativity and flair, whilst balancing our commercial and operational needs. You’ll work to ensure we have clear processes and guardrails in place to deliver well through how we organise and operate within our Design functions.
Accountability: When in a leadership position on a client project,, you’ll be accountable for delivering your part of a project on time and under budget and working well with other leaders. You’ll set practice standards that align to our DT Ways and Missions. You will lead by example, promoting a culture where quality, client experience and the pursuit of imaginative solutions to client problems is foremost.
Craft: You’ll be able to balance multiple priorities while leading high performing teams and through establishing trusted relationships both inside and outside of TPXimpact. As a design or transformational leader who can lead others by example, you will need to navigate ambiguity and use your confidence here to quickly assimilate the direction and approaches that support positive outcomes for our clients and our business.
Togetherness: You’ll be able to collaborate effectively with others across TPXimpact. You’ll build strong relationships that demonstrate the importance of excellent delivery and client experience as a collective effort, rather than just focusing on your own area of expertise. You’ll thrive working with others, providing clarity around vision, objectives and holding high standards for our work through the capabilities your practice holds.

About Us

People-Powered Transformation

We're a purpose driven organisation, supporting organisations to build a better future for people, places and the planet. Combining vast experience in the public, private and third sectors and expertise in human-centred design, data, experience and technology, we’re creating sustainable solutions ready for an ever-evolving world.

At the heart of TPXimpact, we’re collaborative and empathetic. We’re a team of passionate people who care deeply about the work we do and the impact we have in the world. We know that change happens through people, with people and for people. That’s why we believe in people-powered transformation.

Working in close collaboration with our clients, we seek to understand their unique challenges, questioning assumptions and building in their teams the capabilities and confidence to continue learning, iterating and adapting.

Benefits Include:

30 days holiday + bank holidays
2 volunteer days for causes that you are passionate about
Maternity/paternity - 6 months Maternity Leave, 3 months Paternity Leave
Life assurance
Employer pension contribution of 5%
Health cash plan
Personal learning and development budget
Employee Assistance Programme
Access to equity in the business through a Share Incentive Plan
Green incentive programmes including Electric Vehicle Leasing and the Cycle to Work Scheme
Financial advice
Health assessments

About TPXimpact - Digital Transformation

We drive fundamental change in approaches to product and service development, delivery and technology. Our agile, multidisciplinary teams use technology, design and data to deliver better results, improving outcomes for individuals, organisations and communities.

By working in the open, in partnership with our clients, we not only transform their systems and services but also build the capability of their teams, so work can continue without us in the longer term. Our focus is sustainable change, always delivered with positive impact.

We are committed to having a positive impact on the clients and the communities we serve. We actively encourage applications from all genders, ethnicities, disabled people, members of the LGBTQIA+ community, and those from lower socio-economic backgrounds.

Don’t meet 100% of the criteria? We still want to hear from you. Please let us know if you require any adjustments during the recruitment process.

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