Senior Service Designer

The ideal candidate for this role will be a systems-thinker with a strategic mindset, with strong problem-solving skills, a passion for dealing with people and a proven method to elevate the power of design to solve real problems.

What you’ll do:

• Working with the Design Practice Lead and stakeholders, you will evaluate, estimate and scope the design approach to inform the brief to the organisation to determine best methodology and approach to solving the right problems.
• Conduct exploratory, generative, and evaluative research activities to identify insights from customers, employees and stakeholders using qualitative and quantitative methods, including unmoderated and moderated techniques, interviews, surveys and assist with research recruitment.
• Visually communicate ‘show, don’t tell’ through service design artifacts including personas, journey maps, service blueprints and life cycles.
• Design customer centric service and product solutions within a complex ecosystem, enterprise applications and contribute to design standards.
• Collaborate cross-functionally with Business Analysts, Engineers, Product Managers, Researchers and Designers to solve problems, and prioritise design activities and research.
• Advocate for the customer through research findings to diverse audiences through written reports and presentations.
• Lead service design activities, challenge established thinking, and develop new approaches to complex design problems.
• Design and facilitate workshops for ideation and iteration, for small and large groups, remotely and in person.

What we’re looking for:

• A minimum of 5 years’ experience in design and recent experience as a Senior Designer
• An excellent portfolio showcasing in-depth knowledge and experience of Interaction Design and Service Design across varied users, business problems, and devices.
• Bachelor’s degree in Graphic Design, Industrial Design, Human Computer-Interaction or equivalent practical experience.
• End to end experience of scoping, estimating and managing design activities across the user-centred design process including determining team structure, best methodology, outcomes and outputs to solve complex system and service challenges.
• Strong design research skills, iterative design and prototyping and facilitation of usability testing.
• Ability to produce high quality artefacts such as personas, journey maps, task models, wireframes and interactive prototypes
• Highly skilled in design tools such as Sketch, Adobe Creative Suite and online collaboration tools eg. Mural.
• Comfortable working in an Agile environment and resilience in the face of shifting priorities.
• Boundless curiosity about how people use technology and how to create great experiences
• Excellent communication and presentation skills; both written and verbal.
• Ability to play nicely as part of a multi-disciplinary team, inspired by group critique.

Desired skills & experience:

• Knowledge and experience working with brand and design systems.
• Involvement in delivering a service model transformation in a large-scale enteprise.
• Experience interviewing and dealing with B2B clients.
• Familiarity with or willingness to learn Business Model Canvas, Value Proposition Canvas, Jobs to be done methodologies.
• Experience working within financial services.