Service Designer

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 user-experience role (whether at an agency, consultancy, or in-house)
• Accredited training and expertise in design thinking/human-centered design
• Demonstrated expertise and comfort with a mix of experience design methods
• Hands-on qualitative research and analysis skills
• Highly proficient at creating artifacts and deliverables 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

• Mural/Miro, invision, journey mapping tools
• Experience with VoC, CRM and other customer data tools a plus