Senior Service Designer

The Role:

IAG is looking for a Senior Service Designer to join their Service Design team in Customer & Analytics. As a Senior Service Designer, this senior role will provide you with the opportunity to be both strategic and hands-on, with responsibility for leading and managing the delivery of strategic and service design projects across IAG.

You will be bringing to life our products and services and supporting the ongoing evolution of our existing business needs and leading the end-to-end experiences of our Direct Insurance products. You will be working with a team of designers in collaboration with business, channel, and product experts across all IAG’s brands.

In this role you will:

• Work across our brands from innovation to BAU projects supported by a team of cross-discipline designers
• Use human centered and evidence-based design methodologies and tools to create, anticipate and deliver customer and business value through human experiences
• Use customer insights to drive and guide the development of new offerings, anticipate customer needs to build original hypotheses that offer to exceed customer expectations
• Direct teams on multiple projects around customer experience, using human-centered and participatory design methods to facilitate service improvement and new service design efforts
• Be responsible for connecting the dots between customer needs, technology, business, and design

What are we looking for?

• Someone with demonstrated experience as a Senior Service Designer, CX, Design Researcher, or similar
• An ability to show knowledge in planning, delivery, and implementation of CX design methods, insights, workshop facilitation, ideation, prototyping, journey mapping, and recommendations
• Be a champion and coach high-quality design practice and theory to evolve design maturity at IAG and within the design team
• You can identify, frame and challenging design problems, collaborating with the business, experts, and customers to identify evidence-based opportunities that improve customer experience and deliver business value
• You are a storyteller, translating and communicating ideas and recommendations in a way that articulates the value, relevance, and impact of using design