Lead Service Designer

📍 Job Overview

Job Title: Lead Service Designer

Company: hedgehog lab

Location: Manchester, England, United Kingdom / Newcastle upon Tyne, England, United Kingdom

Job Type: Full-Time

Category: Service Design / Government Operations

Date Posted: July 17, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the strategic direction and execution of service design across complex government projects, ensuring a high standard of user-centricity and operational efficiency.

• Drive the adoption and consistent application of the GDS Service Standard and other relevant government design principles across a portfolio of projects.

• Mentor and coach junior designers and multidisciplinary teams in service design methodologies, facilitating knowledge transfer and capability uplift.

• Map complex end-to-end service journeys, identify critical failure points, and collaborate across organizational boundaries to design and implement effective, people-centric services.

• Act as a key facilitator and strategic influencer within agile, multidisciplinary teams, contributing to decision-making at a senior level and ensuring design integrity.

📝 Enhancement Note: This role is positioned at a leadership level within service design, specifically focusing on government projects. The emphasis on "setting the approach" and "raising the standard" indicates a strategic leadership component beyond individual contribution. The hybrid model with two days on-site is crucial for client-facing roles in government, requiring strong stakeholder engagement.

📈 Primary Responsibilities

• Define and implement the service design strategy for government projects, ensuring alignment with client objectives and user needs.

• Lead the creation of comprehensive service blueprints, user journey maps, and interaction models to visualize current and future state services.

• Facilitate workshops and co-design sessions with diverse stakeholders, including policy teams, delivery partners, and end-users, to gather insights and drive consensus.

• Conduct design critiques and provide constructive feedback to ensure the quality and effectiveness of service design outputs across multiple engagements.

• Champion a user-first mindset throughout the project lifecycle, advocating for user needs and ensuring they are central to all design decisions.

• Collaborate closely with product managers, developers, researchers, and policy experts to translate service design concepts into actionable implementation plans.

• Identify opportunities for service improvement and innovation, proposing solutions that enhance user experience and operational efficiency.

• Contribute to the development and refinement of hedgehog lab's service design methodologies and best practices, particularly within the public sector context.

• Manage and mentor a team of service designers, fostering their professional growth and ensuring high-quality delivery.

• Evaluate and integrate emerging technologies and service design trends to enhance project outcomes and client value.

📝 Enhancement Note: The responsibilities are framed around leadership, strategic influence, and hands-on design execution within a complex public sector environment. The need to "work across organizational boundaries" and "influence decisions at a strategic level" highlights the political and collaborative acumen required.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and demonstrated experience in service design, UX, or a related field are paramount. A degree in Design, Human-Computer Interaction, Psychology, or a related discipline would be beneficial.

Experience: Minimum of 5-10 years of progressive experience in service design, with a substantial focus on public sector or regulated industry projects. Proven track record of leading service design initiatives from inception to delivery.

Required Skills:

• Service Design Expertise: Deep understanding and practical application of service design principles, methodologies, and tools (e.g., service blueprints, journey mapping, user research, prototyping).

• GDS Service Standard Mastery: Comprehensive knowledge of the UK Government Digital Service (GDS) Service Standard and its practical application across a portfolio of projects.

• Facilitation & Workshop Leadership: Exceptional ability to design, lead, and facilitate engaging workshops with diverse stakeholder groups, driving to actionable outcomes.

• User-Centricity: A strong, demonstrable user-first mindset with the ability to empathize with users and translate their needs into effective service solutions.

• Agile & Multidisciplinary Team Leadership: Proven experience working within and leading agile, multidisciplinary teams, fostering collaboration and efficient delivery cycles.

• Strategic Influencing: Confidence and skill in navigating ambiguity, influencing stakeholders at various levels, and driving strategic decisions.

• Public Sector/Regulated Industry Experience: Significant experience designing services within complex government or regulated environments.

• Design Critique: Ability to provide and receive constructive design feedback, fostering a culture of continuous improvement.

• Communication: Excellent written and verbal communication skills, capable of articulating complex ideas clearly to both technical and non-technical audiences.

Preferred Skills:

• Coaching & Mentoring: Experience in coaching and mentoring other designers, elevating the team's collective service design capabilities.

• Service Blueprinting & Journey Mapping Proficiency: Advanced skills in creating detailed and insightful service blueprints and journey maps.

• Stakeholder Management: Proven ability to build strong relationships and manage expectations with senior stakeholders across different organizations.

• AI & Software Engineering Context: Understanding of how AI and software engineering capabilities can be leveraged within service design.

📝 Enhancement Note: The emphasis on GDS Service Standard is critical. Experience leading work is highlighted, suggesting a need for project management and team leadership alongside design skills. The 5-10 years experience range is a good indicator of the seniority and expected impact of this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: A compelling portfolio showcasing end-to-end service design projects, with a strong emphasis on government or regulated industry work. Each case study should clearly articulate the problem, your role, the methodologies used, key insights, design artifacts (blueprints, maps), and the measurable impact of the service redesign.

• GDS Service Standard Application: Demonstrable examples of how you have applied the GDS Service Standard or similar governmental design frameworks to guide service development.

• Facilitation & Workshop Outputs: Evidence of workshop facilitation, including examples of outputs, participant engagement, and how these sessions contributed to project outcomes.

• User Research Integration: Examples of how user research was conducted, synthesized, and integrated into the service design process to inform decisions.

• Collaboration & Leadership: Showcase instances where you led multidisciplinary teams or influenced strategic decisions through service design.

Process Documentation:

• Workflow Design & Optimization: Documented processes for mapping current state services, identifying pain points, and designing future state workflows that are efficient and user-friendly.

• Methodology Application: Clear articulation of the service design methodologies and frameworks employed, including rationale for their selection and adaptation to specific project needs.

• Measurement & Performance Analysis: Examples of how service design outcomes were measured and analyzed, linking design interventions to improvements in user satisfaction, operational efficiency, or policy achievement.

📝 Enhancement Note: For a Lead Service Designer role, the portfolio is paramount. It must demonstrate strategic thinking, leadership, and a deep understanding of government service design principles. The ability to articulate process and impact is key.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Lead Service Designers in the UK with significant public sector experience, a salary range of £65,000 - £85,000 per annum is estimated. This range reflects the seniority, specialized skills (GDS Service Standard), and leadership responsibilities. The exact figure will depend on the candidate's experience, the specific client project, and location within the UK.

Benefits:

• Competitive Salary: As indicated by the estimated range.

• Hybrid Working: Flexibility to work from home for most of the week, with two dedicated days on-site at client offices in Manchester or Newcastle.

• Pension Scheme: Comprehensive pension contributions to support long-term financial security.

• Professional Development: Opportunities for continuous learning, training, and attending industry conferences to stay abreast of the latest trends in service design and AI.

• Generous Leave Allowance: Standard holiday entitlement, plus potential for additional days based on service or company policy.

• Supportive Community: Access to a talented and collaborative team of professionals within hedgehog lab, fostering knowledge sharing and mutual support.

• Meaningful Work: Opportunity to work on impactful government projects that directly affect citizens' lives.

Working Hours: Standard full-time working hours are expected, typically around 37.5-40 hours per week. While the role offers hybrid flexibility, core working hours will likely be established to facilitate team collaboration and client engagement, especially on on-site days.

📝 Enhancement Note: Salary estimation is based on UK market data for similar roles, considering the specific requirements of government sector experience and leadership. Benefits are standard for a consultancy but framed to highlight aspects relevant to operations and career growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology & Consulting, with a strong focus on AI and Software Engineering, serving diverse sectors including Government. hedgehog lab has a 20-year history of innovation.

Company Size: hedgehog lab is a medium-sized consultancy, likely ranging from 50-250 employees based on typical consultancy structures serving global brands and government. This size offers a balance between the resources of a larger firm and the agility and close-knit feel of a smaller one.

Founded: 2004. With two decades of experience, hedgehog lab has established a strong reputation for delivering innovative digital solutions.

Team Structure:

• Operations Team: This role sits within a service design function that likely collaborates closely with project management, UX research, engineering, and client-side delivery teams. The service design team itself may comprise individuals with varying levels of experience, from junior designers to leads.

• Reporting Structure: The Lead Service Designer will likely report to a Head of Design, Director of Service Design, or a relevant Project Director, depending on the organizational structure. They will, in turn, mentor and guide other designers.

• Cross-functional Collaboration: Expect intensive collaboration with policy advisors, business analysts, developers, QA testers, and client stakeholders. The role is central to ensuring that technical solutions are grounded in user needs and operational realities.

Methodology:

• Data Analysis & Insights: Emphasis on using user research, analytics, and client data to inform service design decisions and measure impact.

• Workflow Planning & Optimization: Structured approaches to understanding, redesigning, and optimizing service delivery processes.

• Automation & Efficiency: Leveraging technology and design thinking to create more efficient and effective services for citizens and government operations.

Company Website: https://careers.hedgehoglab.com

📝 Enhancement Note: The company's focus on AI and software engineering, combined with government projects, suggests a tech-forward yet user-centric approach. The consultancy model implies a project-based, client-focused environment.

📈 Career & Growth Analysis

Operations Career Level: This is a senior/lead role, signifying a significant level of responsibility and influence. It's a crucial step for experienced service designers looking to move into leadership, strategic advisory, and mentorship within complex project environments. The "Lead" title implies ownership of design strategy and team guidance.

Reporting Structure: The Lead Service Designer will report to a senior management figure within hedgehog lab (e.g., Head of Design, Director) and will be responsible for guiding and mentoring other designers on their projects. They will also work closely with project managers and client leads.

Operations Impact: The role has a direct impact on the effectiveness and efficiency of government services. By improving service design, the Lead Service Designer contributes to better citizen outcomes, increased public trust, and more efficient use of public funds. This is a high-impact role where design decisions have tangible societal consequences.

Growth Opportunities:

• Leadership Expansion: Potential to grow into a Head of Service Design, Director of Design, or similar strategic leadership roles within hedgehog lab, overseeing larger portfolios or entire design disciplines.

• Specialization: Deepen expertise in specific areas of government service design, AI integration in public services, or complex digital transformation projects.

• Mentorship & Training: Develop skills in training and mentoring, potentially leading internal workshops or contributing to the company's knowledge base.

• Client Relationship Management: Enhance skills in building and managing key client relationships at senior levels.

📝 Enhancement Note: The growth path is clearly defined towards broader leadership and strategic influence within the consultancy, with opportunities for specialization in niche areas like AI for government.

🌐 Work Environment

Office Type: Hybrid model, with the majority of work conducted remotely and two mandated days per week on-site at client offices in Manchester or Newcastle. This implies a dynamic work environment that blends remote flexibility with in-person collaboration and client engagement.

Office Location(s): Client offices are located in Manchester and Newcastle upon Tyne. Candidates are expected to be based within approximately 50 miles of either of these locations to facilitate the required on-site presence.

Workspace Context:

• Collaborative Environment: On-site days will foster direct collaboration with client teams and fellow hedgehog lab members, encouraging spontaneous idea-sharing and problem-solving. Remote days allow for focused individual work and flexible scheduling.

• Operations Tools & Technology: Access to standard design and collaboration tools, likely including digital whiteboarding platforms, project management software, and communication tools, alongside specialized service design software.

• Team Interaction: Regular team meetings, design critiques, and project syncs, both virtually and in person, will be integral to the role. The hybrid nature requires proactive communication to maintain team cohesion.

Work Schedule: While the role is full-time, the hybrid arrangement offers some flexibility in managing remote workdays. However, on-site days will require adherence to client office hours, and project deadlines may necessitate occasional adjustments to the schedule.

📝 Enhancement Note: The hybrid nature is a key characteristic, requiring candidates to be comfortable with both independent remote work and structured in-office client engagement. Proximity to client sites is a practical requirement.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of CV and portfolio to assess experience, GDS Service Standard knowledge, and suitability for government projects.

• First Interview: Likely with a hiring manager or senior designer to discuss experience, approach to service design, leadership style, and understanding of the GDS framework. Expect questions about past projects and problem-solving scenarios.

• Workshop/Presentation: A practical exercise where candidates might be asked to present a case study from their portfolio or tackle a hypothetical design challenge. This assesses facilitation skills, strategic thinking, and ability to articulate design rationale.

• Stakeholder Interview: Meeting with key client stakeholders or senior leadership within hedgehog lab to evaluate cultural fit, strategic alignment, and ability to influence.

• Final Interview: Potentially with a director or senior executive to confirm suitability and discuss final terms.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio to clearly showcase your journey through complex problems. For each case study, detail the context, your specific role, the challenges faced, the methodologies applied (especially GDS), your key contributions, and the tangible outcomes.

• Highlight GDS Application: Explicitly demonstrate how you've applied the GDS Service Standard. Show examples of service blueprints, user journey maps, and how you've ensured services meet criteria like accessibility, security, and user needs.

• Showcase Leadership & Facilitation: Include examples of leading workshops, mentoring junior designers, or influencing stakeholders. Quantify impact where possible (e.g., "improved user satisfaction by X%", "reduced service delivery time by Y%").

• Tailor to Government: Emphasize your understanding of the public sector context, including constraints, ethical considerations, and the importance of citizen-centricity.

• Be Prepared to Discuss: Be ready to verbally walk through your portfolio, articulate your design decisions, and answer questions about your process and challenges.

Challenge Preparation:

• Understand GDS: Revisit the GDS Service Standard and key principles of government digital service design.

• Practice Case Studies: Prepare 1-2 strong case studies that highlight your leadership, problem-solving, and GDS expertise. Practice presenting them concisely and effectively.

• Anticipate Facilitation Scenarios: Think about how you would approach a hypothetical workshop with a diverse group of stakeholders, aiming to uncover needs and drive consensus.

• Strategic Thinking: Be ready to discuss your approach to complex, ambiguous problems and how you would prioritize work within a government context.

📝 Enhancement Note: The interview process emphasizes practical application and strategic thinking, with a strong focus on the candidate's ability to demonstrate their expertise through their portfolio and during practical exercises.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Software: Tools such as Miro, Mural, Figma, Adobe XD, Lucidchart, or similar for service blueprinting, journey mapping, wireframing, and prototyping.

• User Research Platforms: Familiarity with tools for conducting and analyzing user interviews, surveys, and usability testing (e.g., UserTesting.com, SurveyMonkey, Hotjar).

• Collaboration Suites: Microsoft 365 (Teams, SharePoint) or Google Workspace for communication, document sharing, and project collaboration.

Analytics & Reporting:

• Analytics Tools: Experience with web analytics platforms (e.g., Google Analytics, Adobe Analytics) to understand user behavior and service performance.

• Data Visualization: Tools like Tableau, Power BI, or Looker Studio for creating dashboards and reporting on service metrics and user insights.

CRM & Automation:

• Project Management Tools: Jira, Asana, Trello, or similar for managing agile workflows and tracking project progress.

• CRM Systems: While not directly managing a CRM, understanding how service design integrates with CRM data and processes (e.g., Salesforce) can be beneficial for understanding the end-to-end customer journey.

• AI & Machine Learning Platforms: Familiarity with the concepts and potential applications of AI/ML in enhancing services, even if not directly using these tools.

📝 Enhancement Note: The tools listed are standard for service design and consultancy roles, with an emphasis on collaboration, visualization, and user research. Awareness of how these connect to broader business systems like CRM and data analytics is valuable.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving the needs of citizens and users above all else.

• Collaboration & Teamwork: Valuing diverse perspectives and working effectively with multidisciplinary teams to achieve shared goals.

• Excellence & Quality: Striving for high standards in all aspects of design, delivery, and client engagement.

• Innovation & Continuous Improvement: Embracing new ideas, technologies (like AI), and methodologies to enhance services and processes.

• Integrity & Transparency: Conducting work with honesty, openness, and a strong ethical compass, especially critical in public sector projects.

Collaboration Style:

• Cross-functional Integration: Actively seeking to break down silos and foster seamless collaboration between design, development, policy, and client teams.

• Open Feedback Culture: Encouraging constructive feedback loops among team members and with stakeholders to refine designs and processes.

• Knowledge Sharing: Proactively sharing insights, best practices, and learnings across the team and wider organization to elevate collective capabilities.

📝 Enhancement Note: The values reflect a blend of design best practices and the specific demands of public sector work, emphasizing user impact, collaboration, and ethical considerations.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Government projects often involve complex organizational structures, legacy systems, and procurement processes that can slow down innovation.

• Ambiguity & Incomplete Information: Dealing with projects where requirements are not fully defined or stakeholders have differing visions requires strong analytical and problem-solving skills.

• Balancing User Needs with Constraints: Designing services that meet user needs while adhering to strict budgets, technical limitations, and policy requirements.

• Stakeholder Alignment: Gaining consensus and buy-in from diverse groups of stakeholders with potentially conflicting priorities.

• Measuring Impact: Quantifying the success of service design interventions in the public sector can be challenging due to the nature of outcomes.

Learning & Development Opportunities:

• Advanced GDS Training: Deepen expertise in specific aspects of the GDS Service Standard or related government design frameworks.

• AI for Public Services: Explore how AI and machine learning can be integrated into government services to improve efficiency and user experience.

• Leadership Development Programs: Enhance skills in team management, strategic planning, and client relationship management.

• Industry Conferences: Attend relevant conferences focused on service design, digital government, or AI to stay at the forefront of industry trends.

📝 Enhancement Note: The challenges are typical for government consultancy work, requiring resilience, strong communication, and strategic problem-solving. The growth opportunities are aligned with advancing in leadership and specialization within the public sector digital transformation space.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex government service you've helped redesign. What were the key challenges, how did you apply the GDS Service Standard, and what was the impact?" (Focus on articulating your process, leadership, and measurable outcomes).

• "How do you approach mapping end-to-end service journeys in an organization with many silos and competing priorities?" (Highlight your facilitation skills, stakeholder engagement strategy, and ability to visualize complex systems).

• "Imagine you're leading a service design initiative, and the client team is resistant to change or has incomplete information. How would you navigate this situation?" (Demonstrate your ability to build trust, communicate the value of user-centric design, and manage ambiguity). Company & Culture Questions:

• "What attracts you to working on government projects with hedgehog lab specifically?" (Research hedgehog lab's work in the public sector and their AI focus. Align your passion with their mission).

• "How do you foster a user-first mindset within a multidisciplinary team that may not have a design background?" (Discuss your coaching and communication strategies).

• "Describe a time you had to influence senior stakeholders to adopt a user-centered approach. What was your strategy, and what was the result?" (Prepare a concise STAR method example). Portfolio Presentation Strategy:

• Tell a Story: Frame each case study as a narrative: the problem, your journey to the solution, the impact.

• Visualize Your Process: Use diagrams, blueprints, and journey maps as visual aids to explain your thinking and methodology.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the success of your designs (e.g., improved efficiency, user satisfaction, cost savings).

• Highlight Leadership: Clearly articulate your role, especially if you led teams or influenced strategy.

• Be Ready for Deep Dives: Expect questions about specific design choices, trade-offs, and how you handled challenges.

📝 Enhancement Note: Interview preparation should focus on demonstrating leadership, GDS expertise, and the ability to navigate complex government environments. The portfolio is central to this demonstration.

📌 Application Steps

To apply for this operations position:

• Submit your CV and expected salary through the hedgehog lab careers portal.

• Portfolio Customization: Ensure your portfolio prominently features your most relevant government or regulated industry service design projects. Tailor your case study descriptions to highlight your understanding and application of the GDS Service Standard and your leadership experience.

• Resume Optimization: Update your resume to clearly articulate your experience in leading service design initiatives, your proficiency with GDS, and your ability to work in hybrid, agile environments. Use keywords from the job description.

• Interview Preparation: Practice articulating your experience using the STAR method and prepare to walk through your portfolio, focusing on your strategic approach, problem-solving skills, and impact.

• Company Research: Familiarize yourself with hedgehog lab's work, particularly their government projects and their approach to AI and software engineering. Understand their values and how they align with your own professional ethos.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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