Opportunity

• Are you an experienced service design leader with experience working within universities or the public sector?
• Are you looking for an opportunity to make a transformative impact on the experience of both staff and students across this group of diverse and creative organisations?
• Are you able to engage with stakeholders at all levels, and work collaboratively to build a vision and services fit for the future?

We are looking for an exceptional Service Design Leader to shape and drive innovative, user-centred solutions that will define the future of the operational and student experience for a leading London university.

As a Service Design Lead, you will form part of the appointed program team, lead the redesign of careers and academic services, and work closely with senior leaders, students and staff across this renowned university. Your role will be critical in delivering a unified, student-centred and sustainable operating model that supports world-class education, ensures organizational resilience, and promotes inclusivity and creativity.

Reporting to the Associate Director of Strategic Change, this role will be responsible for;

• Work with senior leaders across organizations to strategically lead the design of their services as part of a wider organizational change programme, aligning service innovations with university priorities.
• Conduct enterprise-level user research to amplify voices, identify user needs, and redesign processes and the people around them.
• Participate in the design and implementation of targeted operating models that lead to measurable improvements in operational efficiency and user experience across areas such as student support, career services, and academic research.
• Support innovative methodologies such as Design Thinking and Service Blueprinting to embed user-centered design at all levels.
• Build high-trust relationships with diverse stakeholders, encourage collaboration, influence and inspire cross-functional alignment.

About you

The successful candidate in this role will benefit from having;

• Extensive experience in service design and organizational transformation, with a proven ability to drive complex change across organizations.
• Experience in target operating model and organizational design principles, with a proven track record in delivering effective and sustainable service models.
• Outstanding communication and facilitation skills, with the ability to translate complex ideas into clear and compelling narratives for executive leadership and operational teams.
• A passion for equality, diversity and inclusion, ensuring that designs meet the needs of a diverse community.
• Flexibility and adaptability to overcome ambiguity, quickly build trust and drive change in a collaborative yet challenging environment.
• -Previous experience within the university or public sector.

This isn’t just a role – it’s an opportunity to redefine how one of London’s leading universities operates. You’ll need to navigate complexity, inspire change and embrace the challenges that come with transformation, ensuring meaningful and lasting impact for students, staff and stakeholders alike. If you thrive at collaborating, innovating, and delivering strategic service design in dynamic environments, this is your moment to step up and lead an extraordinary journey of change.

What we offer

In recognition of our employees’ hard work and contributions, we offer a wide range of benefits – please check our careers/website for more information when conditions and exclusions apply:

 34 days annual leave and two days off for volunteer work in addition to official holidays
▪ Flexible and dynamic work options available from day one
▪ Discounted medical insurance including digital GP service, treatments, inpatient treatment and day treatment
▪ Free counseling and counseling via the Employee Assistance Program (EAP)
▪ Industry-leading equal parental leave policy (6 months full salary for both parents)
 LGPS defined benefit pension scheme
 Internal training and development including apprenticeships and free places on creative courses
▪ Interest-free loans for travel and technology, discounts on gym memberships, daycare fees, eye care and much more
§ Various opportunities to attend student presentations and exhibitions