Service Design Consultant

As an EY Service Design Consultant, you’ll work in a multidisciplinary team to understand user experiences, goals and needs to inform the design of experiences for digital and physical realms. You’ll be hands-on in developing and conducting qualitative research using a wide range of methods, working hand-in-hand with EY teams and clients in a variety of organizations and situations.

This role is open to those with demonstrable experience of working as a service designer within 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.

Your Key Responsibilities

• Delivery of high-quality design assets that articulate customer insights, journeys and experiences;
• Demonstrate consistent commitment to EY and our professional standards, and enhance our brand with clients and other stakeholders;
• 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;
• Craft ideation requirements / briefs and work with the team to generate ideas that meet the brief;
• Apply an understanding of client needs to identify critical outcomes, barriers to success and changes in expectations or scope.

Skills And Attributes For Success

• Empathy. You’re able to listen, observe and engage with a wide range of different kinds of people to understand how they use a product or service, from beginning-to-end;
• Synthesis and storytelling. You can boil down a lot of information – structured and unstructured, to find useful insights and data points, and then share them in way that everyone can understand;
• A self-starter. You must be able to manage time and workload and communicate effectively;
• A strong collaborator. You’re comfortable working with others, giving and receiving feedback, and working with a project team to provide the right approach to design research;
• A balance of curiosity and grit. As a consultant you will be challenged with tough problems (that’s why we’re brought in). You have to be comfortable with complexity and ambiguity, and time pressures, and be able to pull together the information and work with your team to bring the right approach and find effective solutions.

To qualify for the role, you must have

• Academic degree in Service Design, Strategic Design, Industrial Design (or similar);
• 1 to 3 years of relevant experience in Service Design;
• Interest in participating in UX Research processes and co-design workshops;
• Ability to create UX flows, wireframes and interactive prototypes;
• Comfortable developing UIs (from scratch or following a design system/styleguide);
• Demonstrated expertise and comfort with a mix of experience design methods including interviews, intercepts, service safaris, diary studies, and other forms of observational research;
• Hands-on qualitative research and analysis skills;
• Highly proficient at creating and contributing to research summary artifacts and deliverables including personas, journey maps, service blueprints, and summary reports for real client projects;
• Understanding and experience applying inclusive design principles, methods and standards in research;
• Experience working with teams, and directly with clients on service design projects and programs;
• Excellent written, verbal and clear visual communication skills;
• Fluency in English.