Senior Service Designer

More About The Project
Main projects channel onboarding.
Understand and map out the channel onboarding journey from colleague and customer perspective.
Support the team in creating the blue-sky journey for colleague and customer channel onboarding.
The successful resource will be the first Service designer to service design capability for the team, ensuring the project hots the ground running
Job Description / Responsibilities

• Plan and manage the design research activities (research strategy, ethnographic based user research, secondary research, UX research…) collaboratively with the team.
• Plan and execute system mapping, customer journeys, scenarios and service specifications.
• Analyse research data identifying and generating meaningful insights and behavioural patterns.
• Work closely with researchers, designers contributing to the improvement of the design quality and final user experience.
• Facilitate workshops with heterogeneous groups of clients and stakeholders.
• Define and structure deliverables consistent with project goals.
• Create presentations and design strategy documentations.
• Manage user research and service design process, drive decisions, track issues, and assist in estimating resource, needs and schedules.
• Collaborate with product owners and leaders to design solutions and strategic propositions

Requirements

Background and experience required:

• Minimum of 5+ years experience designing complex service design systems for multiple touchpoints projects.
• Minimum Bachelor degree in service design, business design or a related design discipline.
• A background in visual and UX design will be considered as a plus.
• Strong knowledge of user-centred design processes and passionate about solving complex Service and UX challenges.
• Strong background in service and strategic design.
• Strong skills in conducting and synthesising research, insights and findings.
• Strong skills in structuring and visualising journey maps, service ideation, concept communication and specification.
• Excellent portfolio showcasing design solutions and strategic approaches.
• Ability to facilitate workshops with senior stakeholders
• Knowledge of agile approaches and techniques.
• Ability to communicate effectively with different audiences.
• A solid competency in storytelling and public speaking. You are comfortable explaining your ideas to client stakeholders and to ideate the best means to present your conceptual work.
• Attention to details and organisational approach.
• Ability to understand the impact of technology on design deliverables.
• Strong interpersonal and stakeholder management skills.
• A love of collaboration and learning.

Must-have Skills (Mandatory Skills)

• Minimum of 5+ years experience designing complex service design systems for multiple touchpoints projects.
• Minimum Bachelor degree in service design, business design or a related design discipline.

Beneficial Skills (Desired Skills)
A background in visual and UX design will be considered as a plus.
Methodology e.g Agile, UX design, Six Sigma