Senior Service Designer

THE ROLE

As a Service Designer at Bilue, you will work with one of our clients on an exciting piece of digital transformation work.

Working closely with the client CX Lead, you will map how things work today, shape how they should work in the future, and turn that into clear experiences that align stakeholders and hand over cleanly to the design and engineering teams.  This is a hands-on, fast-moving role for someone who can hit the ground running from day one.

This is a contract role, initially 3 months with possibility of extension. 
RESPONSIBILITIES

• Map current-state processes and understand the business requirements behind them, translating both into clear experiences
• Create and work with user journey maps that capture how the experience flows across digital and service line touch points
• Frame pain points and opportunities, and run ideation to shape future-state concepts
• Partner with a Business Analyst to define digital requirements
• Determine whether user research is needed, and at what point in the process, working with a dedicated researcher who sets up the studies and synthesises the results
• Map the new, future-state process and use it to align stakeholders across the business
• Define project initiatives across multiple digital and service line touch points, tied to measurable project ROI
• Create wireframes to bring the future-state experience to life
• Hand over to the design and engineering teams for implementation

WHAT WE ARE LOOKING FOR

• Solid service design experience, ideally gained modernising or digitalising existing business processes
• Confidence working hands-on and independently from day one, given the immediate start and short contract
• Skilled at process mapping, journey mapping, and translating business requirements into clear experiences
• Experience creating wireframes and handing work over to design and engineering teams for implementation
• Comfortable partnering with Business Analysts and cross-functional teams
• Able to frame pain points and opportunities and connect design work to measurable ROI
• Excellent facilitation and stakeholder engagement skills, with sound judgement on when and where research adds value