Senior Service Designer

General Job Description

This role is perfect for someone who is obsessed with the impact that design can have on the lives of people and on business outcomes. Although technical capability and skill are important ( in so far as them being enablers of successful outcomes) this individual is someone who is always focused on making sure that artefacts and outputs produce positive outcomes.

Special Note

We are looking for someone who will join our currently deployed team of talented cross disciplinary designers working alongside with those of our client(s). This means you will often operate as a consultant supporting design interventions across their respective squads and projects.

Key Responsibilities

• Design Research: Plan and manage design research activities, including research strategy, ethnographic-based user research, secondary research, and UX research. Collaborate with the team to ensure comprehensive research insights and generate meaningful behavioural patterns.
• System Mapping and Specification: Create system maps, customer journeys, scenarios, and service specifications to inform the design process and align with project goals.
• Collaboration and Facilitation: Work closely with researchers, designers, and stakeholders to improve design quality and the overall user experience. Facilitate workshops with diverse groups of clients and stakeholders to drive collaboration and ideation.
• Deliverable Creation: Define and structure deliverables that are consistent with project objectives. Develop presentations and design strategy documentation to effectively communicate design concepts and solutions.
• Project Management: Manage the user research and service design process, making informed decisions, tracking issues, estimating resource needs, and ensuring adherence to project schedules.
• Strategic Design: Collaborate with product owners and leaders to design solutions and strategic propositions that align with business goals and user needs.

Key Requirements

• Minimum of 5+ years of experience in designing complex service design systems for multi-touchpoint projects.
• Bachelor’s degree in service design, business design, or a related design discipline.
• Strong knowledge of user-centered design processes and a passion for solving complex service and user experience challenges.
• Proficiency in conducting and synthesising research, insights, and findings to drive informed design decisions.
• Excellent skills in structuring and visualising journey maps, service ideation, concept communication, and specification.
• A comprehensive portfolio showcasing design solutions and strategic approaches.
• Ability to facilitate workshops with senior stakeholders, fostering collaboration and alignment.
• Familiarity with agile approaches and techniques to ensure efficient project execution.
• Strong communication skills to effectively convey ideas and concepts to different audiences.
• Attention to detail, organisational approach, and ability to manage multiple priorities.
• Understanding of the impact of technology on design deliverables.
• Excellent interpersonal skills and stakeholder management abilities.
• A collaborative mindset and a passion for continuous learning and growth.