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
- 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.
- Experience of using Lean methodologies.
- Experienced in facilitating and coaching others.
- Experience in developing technology-based products.
- Experience in user research.
Benefits
- 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 with lived experience of mental illness and from underrepresented communities. We are committed to creating a workplace where everyone feels heard, valued and able to belong.
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