Service Designer

Full Time


About The Role

As a Service Designer at Montu you will focus holistically across our ecosystem to bring visibility & cohesion to our service delivery. Working alongside key stakeholders, UX, Data, Engineering and Delivery functions; you will be pivotal in crafting a patient-centered future state.

Key Responsibilities:

User Research:

  • Conduct user research to generate actionable insights that inform and guide service design decisions.
  • Collaborate with UX/UI designers and Data teams to build and expand our insights hub, fostering a culture of continuous improvement.
Artefact creation & maintenance:
  • Contribute to the end-to-end delivery of tech-enabled service projects, ensuring alignment with organisational goals and user needs.
  • Create and maintain personas, service blueprints, system maps, and other artefacts that enhance clarity in understanding how our systems operate.
  • Facilitate co-design workshops and promote cross-functional collaboration to ensure a holistic approach to service design.
  • Craft patient-centric service flows that meet legislative requirements and provide a positive experience for users.
Opportunity Evaluation:
  • Evaluate opportunities and participate in service prototyping to test and iterate on potential improvements.
  • Act as a bridge across value streams, ensuring a cohesive and seamless experience for users.
Advocacy and Communication:
  • Be a strong advocate for our users, championing Human-Centred Design (HCD) principles throughout the organisation.
  • Effectively communicate decisions and rationale to stakeholders, fostering a user-centric mindset across the company.
  • Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs)
  • Deliver on individual and set departmental OKR and KPI’s as determined from time to time. Continuous Improvement,

About You

  • Senior level experience working in service/strategic design roles for complex tech-enabled service businesses.
  • Strong proficiency in design thinking methodologies and human-centred design principles.
  • Experience working with industry standard tools including FigJam/Miro, Dovetail & Atlassian suite.
  • A background in collaborating within agile delivery teams.
  • Experience working in regulated environments or the medical sector (highly regarded).
Key Competencies:
  • Excellent communication and presentation skills to ensure decisions and insights are conveyed adequately to diverse audiences.
  • Experience collaborating effectively with cross-functional teams and stakeholders fostering a cohesive approach to service design.
  • Diplomatic with well-developed negotiation & influencing skills.
  • Resilient & comfortable in working with ambiguity in a fast moving, dynamic scale-up environment.
  • A systems thinker with the ability to understand both holistic processes and specific touchpoints.
  • Proven capability to work effectively in remote contexts, demonstrating adaptability and communication skills in virtual environments.
  • Strong initiative, with proven analytical and problem-solving skills.
  • Proven ability to effectively prioritise and manage multiple and competing priorities.
Full Time
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