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# service design & development Lead

- **Company:** Stott and May
- **Location:** London, UK (Remote available)
- **Experience:** Expert
- **Salary:** £60,000.0 - £70,000.0
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, Artificial Intelligence, Rapid Prototyping Process, Service Design, Service Development Studio, User-Centered Design
- **Published:** June 10, 2026
- **Apply:** https://find.stottandmay.com/job/senior-service-design-and-development-lead-77711

## About the Role

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.

## Description

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.


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