Lead Service Designer

About the role

We’re looking for a Lead Service Designer to join our growing User Experience (UX) team at Boots. As a Lead Service Designer your role is essential to leading and creating a strategy around Service Design best practices.

You’ll be ready to introduce the concept of service design from stakeholder analysis to initial research, right through to design concepts. You’ll work closely to influence senior stakeholders from around the business as well as UX, Product, IT, Operations and Support to ensure successful communication of insights and final solutions.

If possible, please provide a portfolio or sample of work with your application where you have lead teams or larger strategic projects that involve multiple stakeholders and leadership.

About the role

Lead the conversation on improving services with cross-functional teams including Marketing, Store Operations, Pharmacy and Digital colleagues to help save costs and improve the experience for frontstage/backstage colleagues and our customers. As a Lead you will also be responsible for working with our PR team to show the value of what Service Design can bring to an organization like Boots.

• Lead workshops and research activities to help evaluate and improve current services across Boots
• Work with senior stakeholders to create Service Design blueprints and where necessary help to create wireframes and prototypes that effectively communicate a vision to improve a service
• Sense-making by acting on customer insights from our Insights, UX Research, Data and Analytics teams to help feed into our conversations with SMEs
• Speak on behalf of your team to design and develop complex user flows, journey maps, and information architectures to guide the creation of improved user experiences for both front and backstage
• Lead the way for user-centered design principles and best practices throughout the product development lifecycle.
• Iterate on designs based on user feedback, stakeholder input, and usability findings.
• Be a pioneer by staying up-to-date with industry trends and emerging design technologies to continuously improve our design process and output.

Hybrid working:

We currently operate a fixed hybrid working approach for Support Office team members with a mix of remote and office-based working. Our set office days are Tuesday, Wednesday and Thursday with team members able to work remotely on Mondays and Fridays.

What you’ll need to have

• Bachelor’s degree in Design, HCI, Interaction Design, or a related field. Master’s degree is a plus.
• 4-8 years of professional experience as a Lead/Senior Service Designer
• Strong portfolio showcasing a range of projects, including case studies on how you lead projects from initiation to completion.
• Expert in tools such to produce outputs such as Service Blueprints
• Experience with user research techniques, usability testing, and user behaviour analysis.
• Ability to communicate with senior executives with the ability to articulate design decisions and rationale.
• Ability to evangelise Service Design around the business with a view to introducing user-centred design processes into everything we do
• Ability to collaborate effectively with cross-functional teams and adapt to changing project requirements.
• Proactive, self-motivated, collaborative and curious to learn.