Service Design Manager

Service Design Manager Make a difference. Design and improve services and products through continuous improvement. At Rethink Mental Illness, we’re working to become a lean organisation, with continuous improvement embedded in how we work every day. We are looking for a Service Design Manager to join our Planning & Improvement team where you’ll help lead improvements in how we design and deliver services and products. The Business Improvement & Technology directorate was formed in January 2026, bringing together Technology & Business Systems with Compliance, Quality, Audit and PMO. This new directorate has an exciting purpose to drive real, meaningful change across the organisation. It will play a key role in improving how we work, maintaining compliance, shaping and strengthening our technology, systems, and data to deliver quality services, demonstrate our impact and enable strategic planning & delivery. What you’ll be doing Lead service design and process improvement projects from discovery through to design and optimisation Embed user-centred design grounded in insight, co-design and evidence based decision making. Identify improvement opportunities using data, performance metrics and user feedback Facilitate workshops, ideation sessions and re-design processes Develop process maps, personas, journeys and design artefacts Oversee the production of documentation ensuring alignment to organisational architecture and delivery frameworks. Ensure compliance with organisational policies and regulatory requirements. Align service design with organisational goals, user needs and technical feasibility Embed design principles and continuous improvement practices across teams Work closely with stakeholders to influence, challenge and drive sustainable change Mentor and coach and support colleagues in the team, building capability in service design and improvement Monitor, test and refine solutions to ensure real impact Establish feedback loops, monitoring and performance measures.   What you’ll bring   Essential experience Experienced in designing services and products over the full design lifecycle. Experienced project manager, ideally skilled in agile and waterfall methodologies. Understand user research principles, personas, journey mapping, co-design and accessibility. Skilled in end-to-end service mapping and identifying interdependencies. Ability to understand complex systems and design services that work across teams and channels. Ability to build strong stakeholder relationships across differing levels in Rethink Mental Illness including influencing and negotiating to achieve sustainable improvements. Knowledge of Lean or continuous improvement methodologies Skilled in data analysis, interpreting complex data into clear and actionable insight. Experienced in identifying inefficiencies and redesigning processes for quality, efficiency and user experience. Ability to champion change, bring others on the change journey through understanding needs and engaging effectively. Ability to prioritise challenges, frame problems and design strategic solutions. Ability to communicate effectively both verbally and in written form. Desirable Experience of using Lean methodologies. Experienced in facilitating and coaching others. Experience in developing technology-based products. Experience in user research. Why join us? At Rethink Mental Illness, we know that when people feel supported, they do their best work. That’s why we offer a range of benefits designed to help you thrive: Wellbeing support including EAP and mental health tools Inclusive culture with active staff networks Recognition & rewards through discounts and internal platforms Generous leave – 25 days + bank holidays + your birthday off Learning & development to support your growth Family & financial support including pension and enhanced leave Travel benefits like cycle-to-work and season ticket loans Referral bonus up to £300 Our commitment to inclusion We’re proud to be building a diverse, inclusive and anti-racist organisation. We actively encourage applications from people of all backgrounds—especially those with lived experience of mental illness and individuals from underrepresented communities. We’re committed to creating a workplace where everyone feels heard, valued and able to belong. Ready to apply? If you’re passionate about designing better services—and want to use your skills to make a real difference—we’d love to hear from you. Apply today and help us rethink mental illness.   Interviews are expected to be held Monday 22nd or Wednesday 24 June