Web Analytics

Head of Service Design

Salary Range: £45k – £50k

Lead and embed user-centred, co-designed service design across the organisation, ensuring it is strategically aligned, impact-driven, accessible, and continuously improved through collaboration and innovation.

Key Activities

  • Work with the Associate Director of Service Design and Development to shape the vision, strategy, and direction for service design across the organisation.
  • Lead the development of user-centred service design methodologies and best practices ensuring service design is user-need driven and informed by impact measurement and innovation pilots.
  • Collaborate with Head of Service Engagement to ensure services are relevant and always co-created with those with lived experience of hearing loss.
  • Be accountable for the quality and consistency of content design ensuring it is accessible and user focused.
  • Deliver and approve design outputs and ensure alignment with organisational goals and priorities.
  • Collaborate with Marcomms and IT on the transformation of digital services, ensuring accessibility and inclusion.
  • Oversee piloting and iterative testing of all new services as well as continuous improvement of existing services.
  • Collaborate with the Head of Impact to ensure robust impact measurement and ensuring rigorous evaluation before scaling services.
  • Lead cross-functional collaboration, ensuring service design is embedded across teams.
  • Secure buy-in from key stakeholders, ensuring service design decisions are strategically aligned and adequately resourced.

Key Resources

  • Service Design team colleagues: collaborate with colleagues in impact and innovation and service engagement, ensuring those with lived experience are included in the shaping and delivery of services.
  • People and Culture: supporting the learning and development of the team and guiding best practice in terms of the L&D aspect of service design and delivery.
  • Technology and Data Systems: CRM or data systems for tracking service outcomes, client data, and engagement metrics.
  • Marketing and technology expertise to support the set-up and delivery of digital services and performance metrics, including the marketing of all services
  • Sector experts: Research teams and academic institutions where relevant and Service design communities of practice.
  • Short term or temporary contracted employees as and when required.

Core Value

  • This role is crucial in evolving services that support people with hearing loss, creating thriving hearing dog partnerships, and addressing both practical and emotional needs—something no other charity provides.
  • The role focuses on enhancing and developing services to meet audience needs, directly contributing to our mission of helping people live well with hearing loss.

Service Standards (Standard of Delivery)

  • User-Centred – Services are consistently designed and improved based on a strong understanding of user needs.
  • Joined-Up & End-to-End – Service journeys are designed holistically, ensuring alignment and coherence across teams, channels, and touchpoints.
  • Inclusive & Accessible – Services meet accessibility standards and reflect the needs of diverse users.
  • Iterative & Insight-Led – Service improvements are guided by user research and impact data.
  • Collaborative by Design – Service design is developed through meaningful co-creation with users.

Key Customers

  • Clients & Service Users – the end users of services.
  • Delivery Teams – Use service design to deliver consistent, effective support to users.
  • Lived Experience Contributors & Volunteers – Actively involved in co-creation.
  • Service Design Directorate Colleagues – Collaborate on joined-up, insight-led service improvements.

People and Partners

  • Service Design & Development team members.
  • Services SMT in supporting the development, design and delivery of services.
  • ADUK/ADI/sector experts.
  • Staff member secondees.
  • IT team.
  • Research associates.
  • Marketing and communications.

Engagement Channels

  • Direct Communication: Email, phone, videocall and face-to-face meetings with colleagues, volunteers and partners.
  • Digital Platforms: Online portals for client support and progress tracking.
  • Community Events: Regular events to engage with service users and partners.

Knowledge, Skills, Strengths and Behaviours

  • User-Centred & Inclusive Design – Expertise in service design, co-design, and inclusive practices that ensure services meet diverse and evolving user needs.
  • Holistic Service Design Perspective – Strong ability to design and evaluate services holistically, understanding how each component fits into the broader user journey. Skilled at zooming in to refine specific touchpoints and zooming out to consider wider organisational contexts.
  • Insight-Driven & Impact-Focused – Skilled at integrating user insights and impact data into service planning, ensuring design decisions are evidence-based.
  • Innovation & Iteration – Experienced in leading prototyping, piloting, and continuous testing to drive creative, user-led service improvements.
  • Process & Digital Transformation – Experience of digital transformation desirable, with a focus on accessibility and service efficiency.
  • Team Leadership & Collaboration – Proven ability to lead and develop high-performing teams, fostering collaboration across functions and disciplines.
  • Technical Content Creation & Presentation – Strong understanding of what makes content clear, accessible, and engaging for diverse audiences, particularly in the context of health, wellbeing, and emotional support.

Key Deliverables

  • Service design strategy that integrates lived experience insights, sector best practice, co-creation, impact measurement and innovation.
  • Aligned and connected internal functions, systems, and teams to deliver seamless, end-to-end services that reflect the full user journey and organisational goals.
  • Creation of end-to-end user journeys, experience maps to identify pain points and improvement areas.
  • Ensure service touchpoints are seamless, efficient, and accessible, with a strong focus on equity, diversity, and inclusion.
  • Oversee digital service enhancements, ensuring accessibility, inclusivity, and alignment with user needs.
  • Embed continuous improvement cycles, using insight from those with lived experience, impact data and innovation insights to refine service processes.