Service Designer

About Organization:

Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to simplify, strengthen and transform their businesses. We ensure the highest levels of certainty and satisfaction through a deep-set commitment to our clients, comprehensive industry expertise and a global network of innovation and delivery centers. For more information, visit us at www.tcs.com

Activities

• Take on Service Design projects from beginning to end, starting with research, concept exploration and definition, integrating front / back-of-house service blueprint work, then interleaving and reviewing in a hand-off to a UX Design and Delivery Team.
• For our Sydney office, we seek a Service Designer that has some Design Thinking experience and has worked with larger enterprises or consulting environments as part of multi-disciplinary project teams. The ability to lead complex projects and work across several project streams would be beneficial.

Facilitate workshops

• Plan, prepare, lead, document and follow-up on design-thinking and other workshop formats.
• Workshops may be internal or external-facing for sales, organizational change, project work or training.
• Create the brief in collaboration with stakeholders, technologists and based on existing and your own audience research synthesis.
• Inject creativity and human-centeredness, while taking on challenges and integrating viewpoints on-the-fly.
• Afterward, deliver documentation, roadmaps and experience prototypes to communicate and move forward.

Work on and lead Service Design and Experience Design projects

• Guide and coach others in Service Design methods from research, ideation and prototyping to the creation of persuasive service blueprints.
• Generate and use personas, journeys, service blueprints, touchpoint experiences, and other user experience specifications to design and communicate engaging product or service experiences and how they are created and delivered.
• Be responsible for deliverables and smooth handovers to Delivery teams.
• In addition to performing “Experience Design” (designing a user’s experience of a service, product, environment, process, etc., using both rough methods and refined tools), understand how it relates to the deeper enterprise-scale systems and services, both technical and human, that provide the designed experience.
• As a Service Designer, work with UX/UI and technical teams to align the Experience Design with the TCS-delivered technology implementation.
• Present projects and deliverables to clients in imaginative and persuasive ways.

Who You are

Do your skills and attitudes equip you to use design-thinking at the large enterprise scale?

This includes

• Service design acumen across business sizes, industry sectors, brand styles, and technology systems
• Ability to work hands-on and lead the service design part of projects from start to finish, appreciating both the big picture and detail work.
• Adapting to different styles of organization and communication; a visual communicator and organized
• Flexibility and openness balanced with action and achievement-orientation
• Teamwork with multi-disciplinary, multi-cultural colleagues both locally and globally across time-zones
• Ability to identify collaborators’ skills and potential contributions
• Relationship-building within our global DT team as well with clients and stakeholders
• Able to advise others on Service Design
• Mentoring those with less experience on the team
• Keen understanding and practice of expectation management with clients and within your own organization
• Sense of humor and empathy; perseverance that also knows when to take a break
• Ability to travel internationally (once possible again)

Further skills include

• Microsoft / Adobe / Mac / Mural applications for communication, analysis, workshops, decision-making
• Agility and wisdom in usage of enterprise-level software systems
• Experience with designing, conducting and synthesising user research; leaning into finding users when not provided
• Prototyping services physically and digitally
• Producing service design tools and templates
• Understanding of business models and working generatively with them in design
• Ability to tell the story of our work and the impact of service design and design-thinking, to clients and the public
• Help set-up and deliver design-thinking workshops in remote locations; engage in or lead virtual workshops online

Qualifications

• Undergraduate or Master’s Degree in Design, Engineering, Computer Science, Business or equivalent
• Business consulting and domain experience > 5 years; Service design experience > 8 years.
• Proven designs and experiences of launched services that have been implemented in the real world
• Experience in the logistics space would be beneficial in the initial project.