Senior Service Designer
Brandlove
What you’ll be doing
As the Lead Service Designer/ Journey Design Architect you will be responsible to …
create and design human-centred, service-oriented journeys that have a positive impact on people, business, society, and the planet,
design memorable experiences for employees, customers and communities, and
facilitate human centred change across industries.
Responsibilities
Research:
- Conduct customer, stakeholder, expert (B2C & B2B) research, including interviews so that the right insights are gathered.
- Document research and stakeholder insights into a usable, professional format.
- Collate concepts, ideas and insights as part of sense-making and synthesis activities.
- Service and Journey Design
- Support the creation of ideas, strategies and take the lead in developing concepts, journeys, blueprints, strategies & roadmaps.
- Plan and facilitate co-creation workshops with stakeholders to identify and explore most impactful, implementable solutions.
- Develop and manage the development and testing of prototypes.
- Create high-quality presentations to present solutions to clients.
Facilitation:
- Design workshop agendas to achieve client outcomes.
- Use the Brandlove Methodology of Journey design and co-creation.
- Engage in continuous improvement of the BrandLove methodology and facilitation techniques.
- Model to clients the ways in which we want them to ignite the best in their teams.
- Be comfortable with change in agenda, client requirements. Be flexible in adapting to client requirements.
- Be professional in facilitating client outcomes so they achieve what they need.
- Be conscious of the client’s investment in giving us their time to ignite the best thinking. Be respectful with their time while facilitating.
- Use your superpowers of connecting the dots for clients in solving what they find hard to solve.
Documentation:
- Own the documents that we deliver to clients and create moments of pride for yourself in what you deliver.
- Product artefact to the Brandlove style and standard of excellence.
- Produce documents that are a testimony to the transformation we desire for the client.
- Manage the creation of beautiful artefacts that people just “get” by looking at the visuals.
- Manage the end-to-end process of briefing the design, quality-assuring the design, printing proofs and delivering a final printed and digital product to the client.
Project Management:
- Scope, plan and manage the day to day running of projects so that key milestones are reached on time and outcomes achieved.
- Manage projects in a professional, client-centric and mutually beneficial manner so that both the client and BrandLove derive financial benefit from the engagement.
- Engage internal and external resources to deliver the BrandLove artefacts according to our essence of being superior in quality and usability.
- Document project process, learnings and recommendations so that we can continually learn and improve.
Internal Collaboration:
- Share your ideas and input in creating proposals and approaches for new business opportunities.
- Promote the brand through networking and social media.
- Participate in internal improvement initiatives, contributing ideas and owning procedures to improve how we work.
- Develop skills and knowledge relevant to our clients and our business, actively driving self-development and knowledge sharing
- Understand and utilise BrandLove methods, tools, approaches, policies and procedures for client work and internal matters.
Skills, Competencies & Attributes
Confident
Excellent listening skills
Fantastic communicator
Great at documenting details
Ideas generator and great at connecting the dots
Committed to personal development and ups-killing
Superb facilitation skills
Self-awareness and emotional intelligence
Exceptional interpersonal skills and working in a team
Solid project management skills
Conflict Management
Persuasiveness
Client Relationship Management
Change management
Innovative
Financial management
Planning and time management
Team player who connects people
Experience and Qualifications
- 3 to 6 years of experience in, and passion for service design and human-centred design
- Background in Strategic Product or Interaction Design
- Background in management consulting
- Portfolio of proven and presentable innovations
- Recognised courses in Sociology, Psychology, Industrial Psychology, Organisational Design or other relevant courses.
- Multi-disciplinary experience across industries
- Experience in developing and implementing customer experience transformation initiatives
- Experience in service design practices
- Experience in change management in large organisations
- Well versed in Design Thinking
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