Lead Service Designer

About the role

As a Lead Service Designer at Faculty, you will shape the strategic direction of service design across our business, aligning cross-functional teams to deliver innovative, scalable, and impactful solutions. Acting as a visionary leader, you will pioneer unified service ecosystems, embed systems thinking, and drive ambitious transformation initiatives. By guiding large-scale user research and crafting long-term strategies, you will empower our clients to conquer complex organisational challenges and build lasting, impactful capabilities.

What you'll be doing

• Directing large-scale research efforts to uncover strategic insights, while mentoring teams to embed best practices into their dynamic project workflows.

• Developing comprehensive, service-wide journey maps and evolving personas to address diverse user scenarios and align multiple teams to a unified vision.

• Driving the creation of high-level service blueprints that shape enterprise transformation initiatives and untangle cross-functional dependencies.

• Facilitating impactful workshops with senior stakeholders to align on strategic direction, solve complex systemic challenges, and resolve conflicts collaboratively.

• Overseeing the prototyping of service components, coordinating cross-disciplinary teams to test and validate concepts iteratively against strategic objectives and user feedback.

• Collaborating proactively with government and public sector clients to transform public service delivery through the power of AI and design.

Who we're looking for

• Equipped with comprehensive expertise in advanced user research methodologies, you have a proven track record of managing and mentoring research teams.

• Masterful at creating detailed, high-level service blueprints and journey maps, you can effortlessly guide strategic organisational direction.

• An exceptional facilitator, your skills enable you to lead inclusive workshops for senior stakeholders to align visions and resolve complex challenges.

• Experienced in directing prototyping efforts for complex service components, you ensure robust solutions are validated through continuous iteration.

• Outstanding in your written and verbal communication, you leverage high-quality design artefacts and strategic narratives to influence key decision-making.

• Bringing strong collaborative experience working with government entities and public sector organisations, you are ready to deliver highly impactful, scalable public services.