Lead Service Designer

Overview

Lead Service Designer role at Greater London Authority. The Resources and Business Improvement directorate is responsible for People Function, Facilities Management, Digital Experience Unit and Technology Group, Information Governance, Executive Support Team and leadership of shared services across the GLA Group. The UCD team brings together specialisms including digital engagement, service design, user research, business analysis, content and interaction design and performance analysis, aiming to make products and services inclusive, accessible and user-centric.About The Role

This is a leadership role within the User Centred Design team, in the GLA’s Digital Experience Unit. You’ll lead the DEU’s Service Design team, setting the direction, guiding teams and championing the role of service design across the organisation, ensuring users can complete their goals and that our digital services support the delivery of GLA policy intent.You’ll work with policy teams, stakeholders and other user centred design and digital colleagues to explore problems, test ideas and deliver better outcomes for users. This may involve the creation of, or changes to, internal and external processes, services, products and content across both digital and offline channels, within the GLA or GLA group. You will be working through the entire design and delivery process, from framing problems, understanding, and visualising the service landscapes, to improving and reimagining end-to-end services, visualising processes, services and products and supporting their implementation.Responsibilities

Lead and inspire the Service Design team, working with the Head of UCD, senior managers and other team leads to set the direction of service design within the GLA.Line-manage and mentor the Service Designer, User Researcher, and other team members, supporting their professional development and aligning their OKRs with UCD priorities.Collaborate with colleagues in the UCD team and wider DEU to plan project activity, ensuring efficient resource use, transparency and cross-team collaboration.Lead multiple high-profile projects, designing and iterating services to meet user needs and embedding inclusive, accessible, and environmentally sustainable design.Use research and evidence to shape service design decisions, aligning user needs with organisational goals.Develop high-quality service design artefacts such as journey maps, service blueprints and prototypes to communicate design intent and test ideas.Skills, Knowledge And Experience

To be considered for the role you must meet the following essential criteria:Proven experience leading service design in complex organisations, ideally in government or large-scale digital transformation. Demonstrated use of design systems to solve challenges across multiple services with evidence-based reasoning.Ability to mentor and coach teams in adopting iterative processes, focusing on user needs and outcomes across all design stages.Ability to set the standard for iterative design practices, guiding teams from concept to implementation.Capability to lead strategic use of data in service design, integrating insights from diverse sources to drive innovation and effectiveness.Expertise in inclusive design to ensure services meet legal, ethical and user needs.Commitment to embedding accessibility and inclusive design into the organisation’s culture and processes.Behavioural Competencies

Strategic thinking

– Translate vision into practical plans; consider wider implications for the GLA.Managing and Developing Performance

– Set and monitor high performance standards; support development and inclusion.Planning and Organising

– Manage time, priorities and risk; deliver work on time and to a high standard.Stakeholder focus

– Understand diverse needs and manage expectations; remove barriers to understanding.Communicating and influencing

– Communicate clearly; gain buy-in and influence decisions.Decision making

– Make sound, evidence-based judgments; involve stakeholders early for decisions with impact.Problem solving

– Analyse problems from multiple perspectives; propose workable, timely solutions.Research and analysis

– Gather intelligence from varied sources; ensure quality and impact of research.Location and Team Details

This role is based at London Fire Brigade’s Head Office. The GLA Competency Framework guidelines can be referenced in relation to the role.How to Apply

If you would like to apply for the role you will need to submit the following:Up to date CVPersonal statement (maximum 1500 words) addressing how you meet the essential criteriaPlease ensure your CV and Personal Statement have a maximum file size of 1.5MB each and upload your Personal Statement to the CV and Cover Letters section of the form. Preferred formats are Word or PDF; do not include photographs. Save documents with the job reference number in the file name.GLA is committed to inclusive recruitment. Personal identifiable information will be removed from CVs and statements to avoid discrimination. DBS checks may be required; some roles may require additional security screening.Equality, Diversity and Inclusion

GLA welcomes applications from all backgrounds. We especially encourage Black, Asian and Minority Ethnic candidates and candidates with disabilities who are underrepresented. Flexible working arrangements and part-time/job-share options are supported. Disability Confident Employer status means eligible candidates may be invited to interview. Adjustments available on request.Benefits

GLA staff are hybrid workers up to 3 days in the office. Benefits include 30 days’ annual leave, season ticket loan, bicycle loan and a career-average pension scheme.Additional Information

All candidates must confirm that information provided is true and correct; false information may disqualify. A criminal record check (DBS) will be undertaken; some roles may require additional screening. If you need assistance with submitting an application due to a disability, contact ..... full job details .....