Hiring: Service Design Manager - Remote
Company: Rethink Mental Illness
Location: England, United Kingdom / Hybrid
Employment Type: Full-Time
Seniority Level: Mid-Senior level
Estimated Salary: £42,000 - £48,000 per year
Industry: Non-profit Organization Management / Mental Health Care
Company Overview
Rethink Mental Illness is a leading national mental health charity dedicated to transforming the lives of individuals severely affected by mental illness. Operating as a lean, progressive, and continuously improving organization, the charity delivers highly critical support systems, regional services, and national groups across the United Kingdom.
Following the strategic formation of its Business Improvement & Technology directorate in January 2026, the organization has unified its Technology, Compliance, Quality, Audit, and PMO divisions. This forward-thinking union drives structured business modernization, technical asset evolution, data integration, and inclusive service design to eliminate system inequalities.
Key Responsibilities
End-to-End Service Design: Lead complex service design and process improvement initiatives from initial discovery through co-design to long-term lifecycle optimization.
User-Centred Engineering: Embed structured, user-centred design methodologies grounded firmly in data insight, user feedback, and evidence-based decision-making.
Artifact Development: Facilitate cross-functional ideation workshops and construct advanced design artifacts, including detailed process maps, target personas, and user journey flows.
Capability Building: Mentor, coach, and support organizational colleagues to build internal enterprise capability around service design mechanics and continuous improvement practices.
Governance & Alignment: Ensure all designed processes and technical workflows sit in absolute alignment with internal corporate architectures, regulatory frameworks, and compliance policies.
Impact Measurement: Establish robust operational feedback loops, monitor deployment metrics, and run iterative testing to refine solution impact.
Experience & Qualifications
Design Lifecycle Mastery: Proven professional experience designing products and public-facing services across the entire product development design lifecycle.
Project Management: Demonstrated background acting as an effective project manager, ideally skilled across both Agile and traditional Waterfall delivery methodologies.
Continuous Improvement: Deep conceptual knowledge of Lean, Agile, or equivalent continuous improvement methodologies aimed at removing process inefficiencies.
Stakeholder Management: Outstanding ability to influence, negotiate, and build collaborative relationships across all management tiers to spearhead sustainable corporate change.
Analytical Thinking: Strong capability in data analysis, transforming complex performance metrics into clear, actionable, and structured insights.
Technical Skills Required
- Professional expertise in user research methodologies, journey mapping frameworks, and accessibility compliance rules.
- Advanced proficiency in end-to-end service mapping applications and technical process documentation tools.
- Familiarity with software development lifecycles (SDLC) and technology-based product architectures.
- Skills in setting up automated data tracking systems, operational KPI dashboards, and structured reporting feedback loops.
Apply Now
If you possess the project management expertise and service design background required to spearhead continuous improvement for a leading national charity, please submit your formal credentials to our talent acquisition division.
Click the button below to view compliance mandates and coordinate your application tracking record before the scheduled June interview sessions.