Senior Service Designer (m/f)

About the job

The opportunity

We are looking for a Senior Service Designer to join the Service Design Practice at EY. This role is open to those with demonstrable experience of working as a service designer within the industry. You will have a portfolio of projects that you can talk through and demonstrate how you have applied service design to business or organizational challenges either in house or within a consulting role.

There are a couple of things that we ask of everybody:

You will be endlessly inquisitive, and ruthlessly user-focused, and able to use a combination of logic, empathy, rigor, and storytelling to articulate a customer or business problem before working creatively and technically to articulate a service that solves it.

You will be a natural collaborator. Ideas breed ideas, and so we work with multidisciplinary teams and embed clients in our process. We work in the open, we share our thinking early and we build on each other’s contribution.

You will be visual. We work generatively. We create things to clarify thinking, align understanding, and move towards a solution that works.

You will be iterative. No-one gets it right the first time. We don’t expect to.

You will be ambitious yet realistic in your solutions. Our work sits in the sweet spot between desirable, viable, feasible, and allowable. Getting it there is a big part of what we do.

You will be a doer AND a thinker and know when to switch from one to the other and how to create time and space for both.

You will navigate the complexity. People, organizations, technology, policies, regulations. Designing services puts you at the center of complexity. We need to make sense of it all quickly, and flex and adapt to move through it effectively.

You’ll be fascinated by service in all it’s forms with a desire to deliver great solutions in the teams we put together for clients, to help them improve existing services, invent new ones, and ultimately grow businesses.

You will be competent in service design methods and know how to shepherd clients through a service design process, creating good work and advocates for EY as you go.

You will be a self-starter and have an explorative mindset, creating new perspectives and identifying the spaces you can be impactful for both EY and it’s clients.

Your key responsibilities

• Delivery of high-quality design assets that articulate customer insights, journeys, and experiences;
• Demonstrate a consistent commitment to EY and our professional standards, and enhance our brand with clients and other stakeholders;
• Supervise project work prepared by junior consultants, providing feedback and guidance on quality outputs;
• Focus team members on delivering quality and encourage them to ask critical questions and share their opinions, ideas, and concerns openly;
• Convey complex information by using compelling and visual methods and storytelling that is engaging for audiences;
• Identify and promote opportunities for process improvements, experiment with ideas, and review outcomes to deliver the best possible solutions;
• Lead the development and delivery of client and internal communications (written, spoken, or visual);
• Craft ideation requirements/briefs and work with the team to generate ideas that meet the brief;
• Co-lead and support running and facilitation of workshops;
• Apply an understanding of client needs to identify critical outcomes, barriers to success, and changes in expectations or scope.

Skills and attributes for success

• Build positive relationships with clients with integrity and authenticity; understanding the client’s perspective and organizational culture;
• Deliver and promote exceptional service on engagements: apply an understanding of client needs to identify critical outcomes, barriers to success, and changes in expectations or scope;
• Maintain open and proactive communication and build credible relationships with the client by demonstrating technical skills and knowledge;
• Communicate with confidence, integrity, and authenticity to build strong and positive relationships with clients, colleagues, and project teams;
• Demonstrate self-awareness when dealing with others and adapt their own approach based on differences in individual styles and backgrounds;
• Able to coach team members and undertake knowledge share with the team.

To qualify for the role, you must have

• Be able to describe EY capabilities and commitments accurately when discussing possible business opportunities with external contacts;
• Show that you have consistently produced service design work of high quality that is accurate, complete, and compelling;
• Demonstrate the ability to lead a small (<3 designers) team and/or manage budgets (<€100k) effectively with some oversight;
• Be able to create presentations that are clear and impactful, translating EY’s services into meaningful value propositions for clients;
• Show how you have contributed to a positive design team environment.

What we look for

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization. If you’re ready to take on a wide range of responsibilities and are committed to seeking out new ways to make a difference, this role is for you.

What working at EY offers

We offer a competitive remuneration package and includes support for flexible working and career development. Plus, we offer support, coaching, and feedback from some of the most engaging colleagues around the world and opportunities to develop new skills and progress your career.