Lead Service & UX Designer

Lead Service Designer

As a Lead Service Designer with UX ability, you will help to further develop our Customer Experience and Service Design capabilities, into a core offering that will place us firmly in the first tier of providers in these areas.

You will collaborate with our Tangity Leadership, Design team, NTT Data Client Services and PM’s and with our consulting colleagues in NTT DATA. To shape proposals and engagements and will work closely with best-in-class experience design and technology teams to deliver innovative employee, customer and user experiences. As a hands-on practitioner and coach, you will develop compelling and well-thought-out design solutions and will be comfortable with the full process of design research through to sketching and wireframing concepts.

What you’ll be doing:

• An expert in Service Design with strong UX ability.
• A strategic and creative thinker, that can solve complex business challenges and is able to inspire team members and clients with compelling, well-thought-out design solutions.
• Understanding of the end-to-end digital product lifecycle – from design, to development, to monitoring and improvement – and expertise in collaborating with all the related professional roles
• A systemic thinker that carries the Service Design mindset around with them, applying methods and tools to navigate through a problem, to get to the right solutions.
• Experience leading client engagements with senior stakeholders or with small teams as part of a larger programmes
• Expertise in planning and conducting customer research and collaborative workshop activities that help shape and define consumer-facing experiences. From higher level for senior stakeholders and to zoom in at a practioner level.
• Proficient in synthesising quantitative data from multiple sources to identify opportunities and translate into [FA2] delivery ready requirements
• Strength in understanding quant data to feed requirements and define appropriate KPis for business, operational and user experience metrics of success.
• First-class visual and verbal storyteller with strong analytical skills. Able to eloquently articulate strategy, concepts and rationale
• Enthusiasm for digital design best practices, new interaction models, design standards and emerging technologies.
• Confidence in advocating for user centred design’s value to non designers and senior stakeholders.
• Curiosity of how generative and agentic AI can reshape services and experiences, including where AI can create value and where human judgement should remain.
• Expertise designing human–AI interactions, and prototyping and testing AI-enabled concepts, including how to work with product, data and engineering teams to make them feasible.

Responsibilities

• Be a consultant to  drive change with stakeholders in the project whilst being a practioner to help guide the team and deliver the work.
• You will lead projects with senior stakeholders combining service design, user research, analytics and product design. Including shaping project plans, client workshops, senior level client engagement, user research synthesis, mapping service blueprints, data analysis and KPi definitions for delivery ready roadmaps and requirements.
• Ensure the work is grounded in a deep and contextual understanding of what matters to the people we are designing for.
• You will bring a human-centred perspective to AI-enabled transformation, designing for AI by shaping AI-enabled and agentic systems around human needs, behaviours and expectations, while designing with AI by using it to enhance and evolve the design process itself.
• Manage design research relationships with partners and clients, and or work alongside our own research team.
• Manage all service design activities at the project level.
• Evolve and innovate the Service Design practice, bring in new learnings and creating new methods and ways or working.
• Give effective feedback and direction to more junior members of the team. Accurately assess own performance and that of more junior team members.
• Be a Tangity/NTT DATA Design ambassador, attending and helping to plan studio and community events, workshops, and internal initiatives.
• Interest and participation in professional industry groups, conferences, and publications.

What experience you’ll bring:

• Minimum 8+ years of experience across varied users, business problems, and devices.
• Service designer as core with skills/ability in UX
• Ability to lead projects with multiple designers.
• Demonstrate experience in coaching and growing more junior members of the team

Who you are

• You are equal parts explorer, thinker, facilitator and craftsperson. You are a champion for user- and customer-centric design principles and goals, and you love a challenge.
• You have excellent written and verbal communication skills, are confident and engaging in front of clients, a natural listener, and have an uncanny ability to think on your feet and to ask the right question.
• You can naturally get your head round complex domains quickly, and articulate complex ideas succinctly and clearly.
• You have a deep understanding of, and fascination with what makes people tick, and an innate desire to solve for their needs.
• You’re able to think logically and to apply that thinking creatively, with one eye on the grand vision and the other on the detail. You see opportunities for improvement everywhere you look, and are curious, passionate and tenacious in pursuit of best-imaginable experiences.
• You’ll have experience of leading teams including other service designers, UX researchers and designers to deliver end-to-end propositions.
• You are curious and experimental, actively exploring how emerging technologies are changing the way people interact with products and services, and the way we design them.

As a bonus, you might have

• Experience in user experience
• Experience in strategic foresight or trend analysis.
• Experience in brand identity and brand strategy.
• Experience in digital Marketing or marketing strategy.
• Experience in change management, operational improvement and metrics consulting.
• Experience designing digital services or experiences that use AI, automation or other emerging technologies.
• You are security clearable