Service Designer

Why we’re hiring:

At WPP, technology is at the heart of everything we do.  It is WPP IT’s mission to enable everyone to collaborate, create and thrive. WPP IT is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP’s petabytes of data. 

To bring the experience for our colleagues, clients, and partners to the next level, we need a Business Service Designer to build and grow our service design capability across IT. Working alongside the Business Service Design Lead, this role will be responsible for delivering a multidisciplinary approach to designing and launching services and experiences for our colleagues and clients. It will drive some of the most ground-breaking projects WPP has seen and will lead the advancement of our approach.  

This role will be to deliver service design activities for a designated practice/product group, depending on the size, complexity and needs of the project.  The role will leverage research insights and data to design solutions; responding to challenges, often in collaboration with users and other stakeholders, and will work strategically on end-to-end services to deliver improved service outcomes and costed savings. 

The role will be primarily hands-on, however in support of the business design lead there will be oportunities to help set the direction of the service design capability in WPP IT, establishing ways of working and best practice, and advocating for the service design profession with IT, across WPP and externally.  

The role will be seen by project team/s and stakeholders as a trusted practitioner and will build strong trusted relationships with these groups. It will work with the head of Discovery and Design and the Business Service Design Lead to identify opportunities to innovate experiences and services and will actively participate in Community of Practice efforts and broader Design efforts.  

What you’ll be doing:

Specific responsibilities of this role will include:  

• Support the delivery of service and product design projects  
• Work as part of multi-disciplinary teams to design, prototype and build multi-channel services  
• Deliver quality design work and inspire the colleagues, clients and partners towards these standards  
• Use design research techniques to uncover customer needs and pain points  
• Understand, analyse and map complex journeys and processes  
• Support the development of service concepts, blueprints and other service design artefacts that could scale  
• Design and facilitate research and insight programmes  
• Lead experiments and design sprints  
• Understand supporting systems and organisational structures  
• Contribute to the design new services from scratch.  
• Advocate and support the advancement of the service design approach.  
• Support new business innovation efforts by providing expert information in pitch efforts.  
• Play a role in our service design Community of Practice and industry, and regularly share your work and ideas with the broader team and community.  

What you’ll need:

Specific responsibilities of this role will include:  

• Support the delivery of service and product design projects  
• Work as part of multi-disciplinary teams to design, prototype and build multi-channel services  
• Deliver quality design work and inspire the colleagues, clients and partners towards these standards  
• Use design research techniques to uncover customer needs and pain points  
• Understand, analyse and map complex journeys and processes  
• Support the development of service concepts, blueprints and other service design artefacts that could scale  
• Design and facilitate research and insight programmes  
• Lead experiments and design sprints  
• Understand supporting systems and organisational structures  
• Contribute to the design new services from scratch.  
• Advocate and support the advancement of the service design approach.  
• Support new business innovation efforts by providing expert information in pitch efforts.  
• Play a role in our service design Community of Practice and industry, and regularly share your work and ideas with the broader team and community.  

Who you are:

You’re open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You’re optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You’re extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.