Service Designer

The role

Overall purpose
• To support the transformation of how Girlguiding designs and delivers its
services with our members by putting users at the heart of design decisions,
balancing their needs with organisational goals.
• Using design research and insights to uncover user needs and create tools,
such as journey maps and service blueprints, to provide the organisation with
a clear, holistic view of services, enabling impactful and inclusive solutions.
• Championing human-centred design, to foster a culture of innovation,
ensuring meaningful experiences for Girlguiding’s members

Main areas of responsibility

Research and discovery
• Plan and conduct qualitative and quantitative research to understand user
needs, pain points, and behaviours. This will include conducting research with
Girlguiding members under the age of 18. On occasion this will be
unsupervised.
• Support in research synthesis
• Engage with a range of stakeholders, including beneficiaries, volunteers, and
staff, to gather insights and understand multiple perspectives and views.
• Work collaboratively with our external digital partner to continually connect
with our research and strategy
Service mapping and design
• Develop service blueprints, journey maps, and user flows to visualise the
current and future states of services.
• Identify opportunities for improvement and innovation, balancing user needs
with organisational objectives.
• Work across multiple swim-lanes, supporting thinking in systems and data
flows

Design facilitation and prototyping

• Design and facilitate design workshops with stakeholders to generate ideas
and collaboratively develop solutions. This will include conducting research
with Girlguiding members under the age of 18. On occasion this will be
unsupervised.
• Create prototypes at varying levels of fidelity to test concepts and gather
feedback.

Stakeholder engagement and collaboration

• Work in collaboration with teams across the organisation, including digital,
technology, operations, and service delivery.
• Present findings and recommendations in clear, accessible formats to
influence decision-making.
• Align with strategy and support the identification of strategic opportunities
and risks

Evaluation, implementation and iteration

• Support the implementation of service changes, working alongside and
providing expert advice to delivery teams to embed improvements.
• Monitor and evaluate the impact of changes, iterating based on feedback and
performance metrics.
• Support plans to scale

Culture and conditions

• Support the continuing discovery work to understand and improve good
design within Girlguiding
• Support the implementation of our human-centred design framework,
building capabilities and creating the right conditions as we go
• Champion the work, be the change we want to see and supporting people to
feel part of and advocates for a more human-centred design culture
• Advocate for diversity and inclusivity to be baked into design, demonstrating
the value of accessible design
• Help to build the design community

Additional information

• To undertake any other duties that may reasonably be required to fulfil the
duties of this post.
• Approximately 1 evening every 2 weeks, and up to 4 weekends a year work will
be required, for which time off in lieu will be given. This is to help us meet the
needs of our users, and ensure we can create the best possible services for
them.
• Some national travel within the UK will be required for stakeholder visits,
research and events for which time off in lieu will be given. This will be on
average once per month.
• This post holder will be required to work in a supervised and, at times,
unsupervised capacity directly with girls and young women as part of
consultation, testing and co-creation groups. Therefore, the post holder will be
required to undertake an enhanced level criminal disclosure with a children’s
barred list check.