service design & development Lead

We’re looking for a senior service design & development Lead. This is a unique opportunity to drive innovation that helps people affected by illness live longer, better lives. You’ll lead a team delivering agile innovation projects, testing new approaches and embedding user-centred design to improve services and deliver strategic impact.

Initially, the role will focus on:

• Developing personalised information journeys in partnership with Fundraising to improve user outcomes and build longer-term relationships with supporters.
• Testing and implementing omni-channel and AI-informed approaches to service delivery to support channel diversification and innovation.

Key Responsibilities

• Establish and lead a new service innovation and development unit.
• Deliver innovation projects from concept to launch, using agile methodologies, design sprints and rapid prototyping.
• Identify and test opportunities to use AI and emerging technologies to improve services and content delivery.
• Use data, analytics and user insight to drive decision-making and measure impact.
• Facilitate workshops and collaborative innovation activities.
• Build strong partnerships and influence stakeholders across the organisation.
• Lead a team of 3-5 direct reports and provide matrix leadership across functions.

A strong track record of delivering innovation projects with measurable impact in a charity, healthcare or public sector environment.

• Experience in service design, human-centred design and behavioural insight.
• Expertise in agile delivery approaches and rapid experimentation.
• Knowledge of the evolving AI landscape and its application within digital services or content environments.
• Strong stakeholder management, project leadership and facilitation skills.
• A commitment to involving people with lived experience in service development.
• The ability to thrive in ambiguity, working with curiosity, resilience and a test-and-learn mindset.

Desirable

• Experience in health-related services.
• Formal training in service design, design thinking or innovation methodologies.