Director, Service Design & Experience Consulting

Position Description:

Your future duties and responsibilities:

• In this role, you will lead a portfolio of client engagements, helping organisations solve complex business challenges through human-centred design and service transformation. You'll build trusted relationships with senior stakeholders, shape client strategies and ensure the successful delivery of high-quality consulting services across multidisciplinary teams. Combining strategic leadership with hands-on engagement, you'll oversee programmes from discovery through to live services while driving innovation, delivery excellence and measurable client outcomes. You'll also play a key leadership role within SPARCK, managing and developing a team of CGI Partners, growing client accounts and contributing to the continued evolution of our design consulting practice. Working closely with account leaders and delivery teams, you'll balance commercial performance with exceptional client service, fostering a culture of collaboration, continuous learning and high performance. Key responsibilities • Lead & grow strategic client relationships across multiple sectors • Shape & deliver human-centred service transformation programmes • Manage & develop a high-performing multidisciplinary consulting team • Coach & mentor Service Designers, User Researchers, Content Designers and Product Designers • Oversee & assure the successful delivery of consulting engagements • Drive & support business development, account growth and client expansion • Influence & engage senior client stakeholders and executive sponsors • Ensure & promote delivery excellence through CGI governance frameworks • Manage & optimise team utilisation, financial performance and profitability • Support & contribute to recruitment, capability development and succession planning • Foster & embed innovation across client engagements and internal practice development • Collaborate & build strong partnerships across CGI and SPARCK teams

Required qualifications to be successful in this role:

• You'll be an accomplished consulting leader with significant experience delivering large-scale service transformation and human-centred design programmes. You'll bring strong commercial acumen, exceptional stakeholder management skills and a proven ability to lead multidisciplinary teams while developing long-term client relationships. You'll be equally comfortable shaping strategic opportunities, leading delivery and developing people in a fast-paced consulting environment. Essential qualifications • Significant leadership experience within service design, experience design or digital transformation consulting • Proven success managing complex client engagements and consulting portfolios • Strong knowledge of Service Design, User Research, Content Design and Product Design methodologies • Experience leading multidisciplinary teams and developing consulting capability • Demonstrated success building trusted relationships with senior client stakeholders and executives • Strong commercial awareness with experience supporting business development and account growth • Experience managing budgets, revenue, utilisation and profitability • Excellent leadership, coaching and mentoring skills • Experience operating within structured project and client governance frameworks • Outstanding communication, facilitation and negotiation skills Desirable qualifications • Experience working with NHS or wider public sector organisations • Knowledge of delivery and client management frameworks • Experience leading large-scale digital service transformation programmes • Background in design consultancy or digital consulting leadership #LI-LW1

Skills:

• Communication
• Consulting process
• Human Centered Design
• Leadership
• Stakeholder management

What you can expect from us: