Service Designer

What you’ll get to do:

• Gather insights through user research, analyse service data, run co-design workshops, and map service journeys to spot pain points and improvement opportunities.
• Apply a structured, evidence-led approach to help redesign services that are inclusive, accessible and work for everyone, ensuring service and solution designs meet accessibility standards and comply with legal requirements.
• Apply business and process analysis techniques to understand operational needs, constraints and service challenges.
• Apply a user-centred, end-to-end design approach to create joined-up services across digital, phone and face-to-face channels.
• Apply structured analytical approaches to support discovery work, transformation planning and service reviews.
• Communicate findings through clear visualisations and compelling evidence-based narratives to aid decision-making and help define success measures and identify metrics to evaluate service outcomes.
• Support the development, testing and iteration of digital and service solutions, including prototypes, translating user and business needs into documented requirements, acceptance criteria and scenarios for delivery teams.
• Build trusted relationships with stakeholders, influencing and constructively challenging them to adopt user-centred, evidence-led ways of working.

What you’ll bring:

• Experience in conducting user research using both qualitative and quantitative methods and analysing user research findings to inform service or product design
• Confidence in designing and facilitating collaborative workshops and stakeholder engagement sessions
• Success in mapping and analysing end-to-end services and business processes to identify improvement opportunities, producing evidence-based recommendations and presenting them to diverse audiences
• Experience in working with performance metrics to evaluate services and identify success measures and translating user needs into clear functional and non-functional requirements
• Knowledge in user-centred design principles and practices and service design methods including journey mapping, co-design, and prototyping
• Understanding of inclusive and accessible service design standards and legislation
• Expertise in process and business analysis techniques, utilising data analysis concepts and data-informed decision making
• Effective communication of research and analytical findings through storytelling and visualisation