Senior Service Designer

The Human Centred Design (HCD) team is a service design function that brings rich research insights and design direction to the big questions and complex problems impacting our customers and people. HCD supports the needs of the Group from within the Digital, Operations & Technology (DOT) Experience Chapter. Using a mixed-methods approach, and in collaboration with the breadth of talent in the Experience Chapter, HCD’s mission is to design meaningful experiences by looking holistically at people’s needs to understand how humans interact with other humans, technology, products, services and the eco-systems around them.

What we do

Your skills as a hybrid designer/researcher will contribute towards developing effective and cohesive experience strategies for the Group that involve multiple touchpoints – our customers, employees, technology, systems, channels and processes.

You will embrace Human Centred Design (HCD) principles and mixed methods approaches to support the teams’ research/design activities, including:

• Conducting primary and secondary research (e.g. interviews and observational studies with customers, staff and stakeholders, literature & competitor reviews, data and survey insights) to understand the problem
• Synthesising findings using evidence-based techniques to (re)frame the problem and identify key opportunities for innovation
• Ideating future state experiences together with customers, staff, subject matter experts and stakeholders using creative methods and tools to push the boundaries on what is possible
• Designing concepts (lo and high fidelity) to iteratively test and learn with humans, including developing design hypotheses and evaluation plans
• Mapping detailed end-to-end customer experiences involving multiple touch-points, processes, people and technology to enable the business to make strategic decisions for service improvements
• Generating customer value propositions, service blueprints, journey maps, experimentation canvases, delivery roadmaps that are informed and validated through the research conducted
• Supporting and coaching team members to deliver strategic outcomes at various stages of the project life cycle, i.e. from exploration and discovery, to design and delivery
• Managing stakeholder expectations, bringing them along the journey, creating compelling buy-in, and presenting final outcomes with impact

What you will bring:

• Industry experience in UX, Service Design, or Design equivalent, Customer Experience, Behavioural Research (agency or client side)
• Enthusiasm to explore new tools and techniques, and draw on mixed methods in design and research, particularly around Service Design, Design Thinking, Qualitative and Quantitative Research practice, Data Driven Design, Systems Thinking and Behavioural Design.
• Resilience and ability to work autonomously and collaboratively in an environment of high ambiguity and change.”
• Application of Human-centred mindset and methods to map customer journeys and service blueprints with great clarity and detail, to drive both business and customer goals
• Ability to challenge assumptions and the status quo, through an inquisitive mind and out of the box thinking adhering to strict regulatory obligations.
• Engage and collaborate with cross functional teams to bring diverse perspectives and solutions
• Strong facilitation, presentation and storytelling skills to communicate progress and outcomes clearly and with impact (visual and verbal communication skills).
• Solid UX skills and interaction design principles.