Senior Service Designer

We are looking for an exceptional Senior Service Designer to join us at British Gas. Our Service Designers design the end-to-end experience of our services, bringing service excellence to millions of customers. In this role, they are responsible for the creation of, or change to, processes, products and content across both digital and offline channels.

This particular role will be focusing on our Net Zero portfolio. We’re excited about a future where we can help every driveway in the UK to have an EV charger, thousands of homes to be powered by a heat pump, and so much more. Change of this magnitude doesn’t happen overnight, but we truly believe that we have a huge role to play in helping the nation to cut carbon emissions and in helping millions of households through a once in a generation cost-of-living crisis.

You will be part of a dynamic team of Product Designers, Services Designers and UX Researchers, passionate about delivering world-class experiences across our Hive and British Gas brands.

You will be an expert at designing services from end to end either starting from an idea or user need or improving existing services that are underperforming.

You are an expert practitioner who influences and mentors others, who will help grow the Service Design function and educate the business on the value of Service design.

You will communicate with stakeholders at all levels, managing stakeholder expectations and moderate discussions about high risk and complexity, even within constrained timescales.

Who are we looking for?

• Experience in Service Design and Design Thinking is essential.
• Experienced in both facilitation and the application of Design Thinking Methodology, you are able to lead end-to-end collaborative design sessions.
• Ability to grow and maintain strong working relationships across the business.
• Experience producing common Service Design artefacts, such as Service Blueprints, user journeys, and personas.
• Creative and strategic mindset and passion to join the dots, innovate and come up with new concepts and solutions to complex problems.
• Experience in designing, planning, and executing quantitative and qualitative user research (or defining requirements that others can execute), to rapidly iterate, test and scale new service designs.
• Makes decisions based on evidence – both quantitative and qualitative data.
• Creative thinker with an insistence on following human-centred design principles.
• Curious and actively challenges the status quo to deliver better outcomes.
• Excellent communication and relationship-building skills.
• Commercially aware.