Service Design Lead

Here. Now. All of us. Be part of the team championing bold action for climate, nature, and people in Scotland’s first National Park. Join us and be part of the change.

Job Title: Service Design Lead

Salary: £45,763 - £53,343 (Band E) per annum

Working Hours: 35 hours per week - we are happy to talk part time and flexible working.

Contract: 2 years fixed term

Location: Balloch (with hybrid working option)

The Role:​

We are on a mission to restore nature, tackle climate change, and inspire action that helps Loch Lomond & The Trossachs National Park and its people to thrive - and we need a Service Design Lead to help drive that vision forward.​

Good design helps people get things done.

Loch Lomond and The Trossachs National Park Authority is a firm believer in the power of good, user-centred design.

We are in the process of redesigning our website, taking a service-led approach. That's meant we've spent time getting under the skin of the services the organisation delivers (both online and offline) and identifying areas where well designed, inclusive and accessible services will help our users and staff reach their outcomes whether that's applying for planning permission, visiting the park and camping overnight, or applying to become a National Park volunteer.

We're recruiting an experienced Service Design Lead to champion this work and demonstrate the benefits of well-designed public services.

We're looking for someone whose portfolio demonstrates their experience in prioritising a programme for service design in an organisation, experience in designing, prototyping and testing live services, and who can support others to build skills in this area.

This is a pivotal role within an ambitious organisation that is focused on creating a nature-rich, climate resilient, thriving National Park.

Responsibilities:

• Provide senior leadership for service design and adopting a user-centred approach across the organisation.
• Lead significant service design and user research activities using systems mapping, prototyping and testing, working with staff and/or external contractors as appropriate.
• Work collaboratively with staff across the organisation, including Improvement Advisors to align service design with continuous improvement work, maximising the benefit of this work.
• Using skills in futures thinking and foresight, support leaders across the organisation with strategic planning.
• Support staff and Board with systems thinking and learning, via the Futures Group using participatory and futures-focused methods to explore the complex problems that the National Park, and the Park Authority face.
• Build capability by coaching and training staff in service design and user research, building a network of Service Design champions across the organisation.
• Commission and manage external consultancy support where relevant.
• Communicate insights gained from research clearly.
• Demonstrate the measurable impact of service design including alignment with the Scottish Approach to Service Design and the wider Public Service Reform agenda.
• Undertake any other duties appropriate to the grade.

Who we are looking for:

Your skills, abilities and experience should include:

• Significant experience in senior service design or design leadership roles involving setting service visions and outcomes.
• Demonstrable experience of leading the delivery of agile, service/digital projects within a multi-disciplinary team.
• Demonstrable experience of leading high-profile service design and user research projects that enhance organisational delivery.
• Understanding of how digital services are built and delivered.
• Strong facilitation skills and an ability to engage stakeholders at all levels.
• Ability to analyse complex systems and generate insights.
• Strategic thinker able to navigate ambiguity.
• Degree or equivalent experience in a relevant discipline (service design, design research, systems thinking or related field).
• Postgraduate qualification or evidence of relevant ongoing CPD.
• Driving licence or ability to travel throughout the National Park.

Ideally, but not essentially, you’ll also have:

• Experience of building design capability through coaching or training.
• Experience of applying futures or speculative design.
• Experience of working on climate, environmental or place-based systems challenges.
• Experience of facilitating Board-level engagement.
• Expertise in service design tools, user research, systems mapping and prototyping.
• Expertise in inclusive design and digital/service accessibility.
• Understanding of continual improvement approaches and sharing complementary approaches from service design.

How to apply:

If you are interested in this role, please complete your application by Thursday 15th January 2026 @ 9am

• Access our application form on our job portal
• Interviews will be virtual
• Interviews taking place w/c 26th January 2026

Who we are and our values:

We offer flexible and remote working, with a generous pension scheme and annual leave allowance. Staff have access to wellbeing services and there is a strong focus on wellbeing throughout the organisation.

Being part of Loch Lomond & the Trossachs National Park Authority means being passionate about what you do, working hard to inspire and lead the way for others. We care about each other and are accessible and friendly treating each other with respect and understanding, we think about our planet with each decision we make. Together, we are the difference.

Loch Lomond & the Trossachs National Park Authority are proud to celebrate difference. Diversity of experience is vital in our success we want our business to be representative to the communities we work alongside. As an equal opportunity employer, we actively encourage applicants from a wide range of individuals, irrespective of age, disability, gender reassignment, gender identity and expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.