Senior Service Designer

As part of our investment into Technology, Operations and SIAM, Kantar is looking to recruit a Senior Service Designer to be responsible for development and implementation of the service design principles and framework for Technology Services. Kantar has a major technology programme underway, and we will be replacing all core systems and are investing heavily in transforming our ways of working including developing the strategic relationships with new service providers, whilst moving to build a more product orientated business, this role will be key to provide clear articulation of the Technology Services service design strategy. More broadly the successful candidate will be expected to bring a strategic mindset to support our ambition of developing a mature, interconnected technology ecosystem of service providers. This is an exciting time to join Kantar on this journey and play a pivotal role in leading innovative and impactful solutions for our colleagues.

KEY RESPONSIBILITIES

o The Senior Service Designer will be interfacing with multiple layers within Technology Services, including Product Owners and Service Delivery teams to develop design concepts, set direction and embed good practice across our complex services

o The successful candidate will be capable in the following areas:

· Agile working. You will identify and compare the best processes or delivery methods to use, including measuring and evaluating outcomes. You will help the team to decide the best approach. You will support teams to manage and visualise outcomes, prioritise work and work to agreed minimum viable product (MVP), and scope

· Communication skills. You will support technical and business stakeholders interpret needs clearly for both audiences and manage stakeholder expectations. You will be flexible and you capable of proactive and reactive communication, facilitating difficult discussions within the team or with diverse senior stakeholders as required

· Community collaboration. You will work collaboratively within Technology Services, actively networking with others and varying feedback for the appropriate time to ensure the discussion sticks. You will use your initiative to identify problems or issues in the team dynamic and rectify them. You will surface issues through agile health-checks with the team to provoke the right responses

· Digital perspective. You will routinely apply a digital understanding to your work and be able to identify and implement solutions for assisted digital as required

· Evidence- and context-based design. You will support the design of systems for use across multiple services and can identify the simplest approach out of a variety of options

· Experience of working within constraints. You will help identify constraints and will communicate about these and support Technology Services to work within them. You will be expected to challenge the validity of constraints and you will ensure standards are being met

· Facilitating decisions and risks. You will support building of consensus between services or independent stakeholders, leading others to make good design decisions. You will apply different risk methodologies in proportion to the risk in question

· Leadership and guidance. You will own decisions and direction for the Service Design function and will build consensus between services or independent stakeholders, identifying problems or issues in the team dynamic and rectifying them. You will bring people together to form a motivated team and create the right environment for this team to work in, facilitating the best team make-up depending on the design ask

· Prototyping. You will develop a variety of methods of prototyping, sharing best practice and coaching of the wider technology teams. You will support Technology Services to look at strategic service design from end to end

· Strategic thinking. You will lead the design and implementation of the Service Design strategy, directing the evaluation of strategies and policies to ensure business requirements are being met

· User focus. You will support the wider team on which tools or methods to use and with a focus on meeting the needs of users across a variety of channels. You will bring insight and expertise in how user needs have changed over time to ensure these are met by the business and apply strategic thinking in how to provide the best service for the end user

o Implement and support improved ways of working, liaising closely with colleagues across technology and the wider business

o Form a key part of the Kantar extended technology leadership team, working closely with the CTO and peers to help move the function forward and ensure close alignment of activities

ROLE DESCRIPTION

o Work with a small, developing team of Service Designer, Analysts and subject matter experts to ensure a great colleague experience

o Strategic ownership of the design, implementation, and operation of the Technical Services Service Catalogue.

CAPBILITIES AND EXPERIENCE

As part of the wider Technology leadership team, the person will need be able to navigate a complex, relationship driven, environment that is undergoing a period of transformation. The person will need to manage uncertainty and regular change/uncertainty until the structure of the standalone Kantar business is fully established.

o Demonstrate in-depth technical understanding of a wide range of infrastructure products and services with the ability to translate information into clear, understood Service Designs

o Demonstrate previous experience, methodology and processes followed to deliver a Service Design function

o Strong and influential relationship management skills with stakeholders, suppliers, colleagues and users in pursuit of delivering high quality services whilst maintaining service targets

o Passionate about service design creating human-centred services

o Ability to forge relationships in a constructive and supportive manner

o Excellent negotiation skills and the proven ability to manage relationships and adopt a flexible approach where necessary

o Effective problem solver with ability to examine and re-engineer processes, procedures and practices

o Embraces the development and fulfilment of overall Kantar strategy and actively supports and contributes to it

o Ability to analyse a range of information sources and to resolve potentially conflicting information and viewpoints to achieve an agreed outcome

o Understands associated risks and implications, exercises good judgement and confidence in taking action. Wins support for decisions

o Leads by example; personable, credible, honest and well respected. Unlocks potential and inspires commitment

o Demonstrates a strong sense of ownership and delivery focus

o Demonstrates excellent written and verbal communication skills with an emphasis on active listening and able to explain technical information simply and clearly to key business stakeholders

o Embraces a culture of diversity & inclusion, striving to build a world class global team