Lead Service Designer

The Lead Service Designer is both a project leadership and discipline-specific support role that is primarily responsible for leading the delivery of experience-led projects and work.

An expert in their field, they identify problems and opportunities with businesses, ideating on innovative solutions that can be delivered. They lead the product design process and help to guide others, especially other experience designers, in their work.

They will assist with the pitching of new business and scoping of resultant projects to define the cadence of work and activities that need to take place in order to deliver the agreed upon SOW. The ability the interrogate briefs that gets to the heart of understanding client’s needs is a core responsibility of the role.

Key Responsibilities.

• Be the pinnacle of experience strategy and service design skills and knowledge to provide direction on projects
• Elevate conversations and thinking with clients to uncover root issues
• Use human-centered design techniques to discover client and customer problems and connect them with commercial outcomes
• Receive and interrogate briefs to uncover client needs and connect with clear outputs. Identifying both proactive and reactive new opportunities
• Scope projects in partnership with department leaders and provide estimations to Account Management/project management team as required. Indicating activities and timings, advising on what we can deliver within a given budget
• Manage the Melbourne market discipline chapter, including management and development of team members.
• Represent the agency to clients and present yourself in a professional and friendly manner
• Provide Service and Strategic design guidance to the department and wider business, helping to upskill and mentor others.
• Provide critical constructive feedback on agency work
• Develop and facilitate a variety of output-driven, engaging workshops for clients and customers in a charismatic manner

Key Measurements of success (tangible outcomes)

• Routinely delivering a standard of work beyond the expectations of clients
• Maintaining a positive relationship with project managers, peers and clients
• A satisfied and growing team that runs efficiently
• Approached by peers to assist on a wide range of projects in the business
• Creating a high standard of artefacts that stand up to scrutiny
• Providing effective feedback on projects that drives them forward
• Increasing in your own abilities as a designer
• Projects are meeting the needs of the client and uncovering a depth of insight on their customers beyond their own understanding
• Developing responses that help us to win work