Senior Service Designer

About The Role

Led by creativity, driven by culture and enabled by technology – these are the guiding principles for the Transformational Engagements (TE) team, Datacom’s hub for strategy, design and innovation.

TE partners with customers to explore their most challenging problems and deliver creative, ethical, and pragmatic solutions.

As part of TE, you will lead the planning and delivery of service design projects that create sustainable solutions and optimal experiences for our clients, service providers and internal teams.

In this role, you will use service design theory and techniques to help our customers explore and understand the end-to-end journey of a service. You will also play a leading role in the development of Datacom’s service design offering, helping to educate internal teams and clients on best practice and on the value of service design as a discipline.

What You’ll Bring

• Relevant experience in a Service Design role, preferably within (but not limited to) an IT or digital environment
• Knowledge of key service design principles and processes e.g. journey and process mapping, design thinking and user-centred design, and the software tools required to implement them
• Lead the creation of proposals and responses for service design projects, and contributing expert information, content or collateral to company-wide proposals, pitch efforts and client meetings
• Create and manage budgets, schedules, work plans, and performance requirements
• Always able to put our clients at the centre of everything we do and engaging openly, honestly, and open-mindedly with them
• Identifying and implementing opportunities for continuous improvement of both yourself and the wider business to build a culture of service excellence and demonstrate new ways of working
• Strong communication skills with the confidence and ability to present and defend your decisions in a simplified way

Responsibilities

• Lead a strategy, design, or ideation workshop with customers
• Analyse and map complex journeys and processes
• Oversee creation of service design deliverables within a project, such as service concepts, blueprints and other service design artefacts
• Provide reports and updates on defined work assignments/projects
• Produce service design proposals or estimates for our account teams
• Lead and mentor more junior service designers within the team
• Motivate and guide the team, and customers, to implement creative solutions