Senior Service Designer

The opportunity

This is a chance to work on service experiences for a wide range of organizations, with a team that understands the business value of design, on challenges at a scale that have real impact.

As an EY service designer you’ll work in a multidisciplinary team, alongside researchers, subject matter advisors, implementations teams and partners to create experiences for digital and physical realms. You’ll be hands-on from strategy and research through design, working hand-in-hand with EY teams and clients in collaboration to design and deliver services in a variety of organizations and situations.

To qualify for the role, you must have

Education

• Degree in a relevant discipline – human factors, social sciences, design

Experience

• 5+ years of professional experience in a senior-level service design or equivalent role (whether at an agency, consultancy, or in-house)
• Accredited training and expertise in service design, design thinking and other practical human-centered design methods
• Demonstrated hands-on project experience applying a mix of experience design methods
• Hands-on qualitative research and analysis skills
• Highly proficient at creating artifacts and deliverables to describe service experiences and improvement recommendations such as personas, journey maps, service blueprints, and summary reports for real client projects
• Expertise in fast, simple prototyping methods that communicate ideas clearly – sketching, crafting, making, and role-play as examples
• Experience working with teams, and directly with clients on service design projects and programs
• Excellent written, verbal and clear visual communication skills

Additional qualifications

• Advanced facilitation skills (leading design sprints, mapping workshops, and research sessions, for example)
• Understanding and experience applying inclusive design principles, methods and standards
• Team leadership – leading research, design teams, and service delivery teams in the implementation of services
• Ability build and maintain strong working relationships with colleagues, clients, and key stakeholders

Skills

• See the whole picture. You’re able to assess a service from end-to-end, from the experience through the organizational delivery model.
• A clear communicator. You can explain ideas, insights and recommendations in a way that everyone can understand.
• A self-starter. You must be able to manage time and workload and communicate effectively
• A strong collaborator. You’re comfortable making space for people to contribute, and also to drive and lead the conversation when necessary
• A balance of curiosity and grit. As a consultant you will be challenged with tough problems (that’s why we’re brought in). You have to be comfortable with complexity and ambiguity, and time pressures, and be able to pull together the information and team you need to bring the right approach and find effective solutions

Tools

• Collaboration tools such as Mural, Miro, and Smaply
• Design tools such as inVision, Sketch, Keynote
• Experience with VoC, CRM and other customer data tools a plus
• Office 365

What we look for

You are an equally ambitious and empathetic individual. You can expect plenty of autonomy in this role, so you’ll need the motivation to take initiative and seek out opportunities to improve our current relationships and expand our business in the evolving market. If you’re serious about consulting and ready to take on some of our clients’ most complex issues, this role is for you.