Service Designer

The Service Designer is critical to ensuring that what seems to some as “complex” is revealed to simply be a series of interconnected systems and processes, people and technology. Adept at design thinking (eg JTBD; storytelling; inside-out/outside-in; etc) this role requires exceptional communication skills and collaborative working. A balance of strategic and pragmatic thinking is essential.

In all of your interactions, you’ll advocate for what users want, need, and expect as well as understand the business and market context within which Pandora and our Customers and Colleagues exist within.

You will need to build and articulate a rich view of the customer and colleague through research and analysis, creating artefacts from Experience Maps, Target Audience and SWOT analysis, Service Blueprints etc. A typical set of tasks in this role, includes:

• Plan and conduct Quantitive and Qualitative Research using a wide range of research methodologies such as through surveys, Ethnographic, interview or data analytics.
• Ensure collaboration between Colleagues, customers, Product Teams (Product Managers, designers, engineers), and delivery teams to ensure the highest quality innovative products
• Articulate both Customer and Strategy but also how this will be realised in a pragmatic “strategy through doing”/. Lean framework.
• Build and maintain Customer Journey Maps which can be used to consider and inform design decisions, based on a clear appreciation of the Customer
• Work closely with UX Researcher, Product Directors, Product Managers, helping them realise their product vision
• Run ideation workshops, create user journey maps and service blueprints to get a shared understanding
• Oversee user research work – including user interviews, usability tests
• Contribute to and maintain consistent UX design standards across products
• Regularly review work with UX Designers to ensure designs (and direction) are aligned with each other and to collect feedback
• Identify and attract top talent to join the team, helping establish best recruitment practices with our internal recruiters

A bit about you
You will need to come with an expert understanding of Service Design goals, processes, tools and techniques, with practical experience of designing and leading Service Design studies and initiatives. Contributing insights to product development that tangibly contributed to improved business outcomes. It is likely that you will have some of the following:

• Minimum 5 years’ experience leading Service Design
• Extensive knowledge of Service Design/ UX principles and evidence of applying your knowledge to achieve measurable benefits
• Experience of and passion for retail
• Experience and passion for the relevant product area and a deep understanding of the customer
• Demonstrable knowledge of user-centric design and research, confidently leading a team of stakeholders from across the business and providing strategic insight to product development teams
• Experience of working within Agile, fast paced, multi-channel customer focused organisations
• Evidence of presenting at meetups and other external Service Design/ UX events
• Experience of managing, developing and coaching junior team members