Senior UX & Service Designer

As a member of the UX & Service Design team (Rome and Milan) you’ll be responsible for delivering against our approach to business design, product and service design, and go to market and market growth opportunities. You’ll also help grow our culture, build and inspire the team, and work closely with our clients to create exceptional work that solves real customer problems. By developing great relationships with clients you’ll also be creating opportunities for new business. Our UX & Service Design team is an incredibly talented bunch of hybrids and this is something we embrace. The team consists of people with a background in design, complex digital transformation service design, organisation change and design, strategy, and business analysis. We know that unicorns don’t exist but we’d like someone who has similar experience, with particular strength in one or two of these areas.

As a Senior at frog you have the ability to define what good looks like across a number of practice approaches. You will play a hands-on role in the delivery of project activities and deliverables, e.g. workshops, presentations and feedback sessions, and your outputs will also include high quality work for your given practice with minimal guidance and oversight. You will develop trusted client relationships and lead activities and client interactions related to your

practice area. You will play a key role in maintaining the project plan and you may play the project lead role on small projects. You will have an emerging set of team management skills, and we’d like you to coach more junior members of the team. You will also identify ways to work on your personal development and actively participate in growing and advancing your Community of Practice and the studio.

On a typical project you will:

• Support the delivery of complex service and product design projects

• Work within multi-disciplinary teams to design, prototype and build multi-channel services

• Design and facilitate research and insight programmes

• Create and design holistic and detailed user journeys and service blueprints that could scale

• Understand the supporting systems and organisational structures which uphold the current

service and design improvements, both digital product and process

• Facilitate experiments and design sprints to rapidly test and iterate prototypes

• Design new services from scratch

• Contribute to the design of a new service design framework and approach for frog

• Collaborate with senior stakeholder groups to successfully influence long-lasting change

• Contribute to new business activity

• Take an active interest in the UX & Service Design discipline and regularly share the subject with the broader team and the community.

We want you to have:

• Experience of UX & Service design work that goes beyond the strategy and includes piloting and taking services live

• A strong understanding of user-centred design

• Facilitated a variety of research techniques, used appropriately and successfully

• Undergone hard problem solving, e.g. time spent navigating sector or organisation complexity, designing for difficult to surface customer needs, surfacing user behaviour challenges, or grasping tech opportunities

• Enough tech and digital know-how to hold a high-level conversation with a technologist

• Strong, confident communication skills

• Comfort working closely with product designers and technologists.