Senior Service Designer

About the Opportunity

Reporting to the Head of Design, The Senior Service Designer will create intuitive, compelling and personalised experiences for our members/customers across all channels.

This could be just the right role for you

You’ll be a part of continuing to build a strong design practice and have the opportunity to work with and lead projects across a broad portfolio. Successful candidates will be proven collaborative, service design-led leaders, demonstrate the ability to partner and drive cross-functional change, and have strong written and verbal communication, as well as project management skills.

Key Responsibilities include:

• Create and manage design project plans independently and with confidence
• Research customer needs, market trends, experience improvement opportunities and innovation opportunities
• Leading customer research activities and projects including Interviews, contextual inquiry, focus groups and diary studies
• Facilitation and Delivery of cross company design sprints, ideation and customer journey mapping workshops and use a range of creative techniques to lead participants through a process that delivers additional value for projects
• Lead activities to design, prototype, test and validate or pivot on customer, employee and partner experiences and concepts
• Design, and communicate service concepts, using a range of tools and methods that cover all of the touchpoints of a customer’s journey
• Quantify the value of experiences through metrics such as NPS and LTR scores and communicate this clearly throughout the project and to key stakeholders.

What you’ll need to be successful

• Minimum 4 years UX, Service Design or Industry experience
• Relevant education in Design, Psychology, Social Science, Entrepreneurship, Business or another relevant field
• Excellent understanding and experienced application of HCD methodologies and activities including project scoping and design project planning, workshops facilitation, CX research, journey development, prototyping and testing
• Have a flair for facilitation and use a range of creative techniques to lead participants through a process that deliver additional value for projects
• Understanding and application of best practice customer experience, usability and accessibility standards