Lead Service Designer
ieso
We are now looking for an experienced, talented Service Designer to join our Design team. Within this role you will be providing expertise in co-ordinating customers, colleagues and stakeholders; getting hands-on with research and data to deliver insights; creating artefacts that help us understand the current ecosystem; and leading the way in delivering great service and business value. Ultimately, you will be focussed on helping us deliver great service to our customers, patients and clinicians across a variety of platforms and channels.
We have an 180-strong team and a health and wellbeing package to support you each and every day, alongside plenty of opportunity for growth and development as we all strive to achieve our collective ambition.
Reporting to: Head of Design
Job Type: Full Time
Location: Home-Based (UK) or Hybrid
Responsibilities
- Conduct research: Work with our UX Researchers, conducting research to understand the needs of the customers, stakeholders and users. This will involve collecting & analysing data, and identifying insights that can inform our design processes.
- Define service blueprints: Create, organise and manage service blueprints (and other visual frameworks) that outline our service delivery process, including touchpoints and customer interactions to help bring clarity to complexity, identify gaps and opportunities for improvement.
- Prototype and test: Create service design prototypes to communicate design concepts, test and validate design choices.
- Collaborate: Work closely with our cross-functional teams including Product Managers, Designers, Researchers and Developers to ensure that ieso services are designed and delivered to meet customer needs.
- Continuously improving the service: Work closely with stakeholders to continuously improve the service experience for customers.
- Establish processes: Define and develop service design processes and standards that can be used across the organisation.
Requirements
Essential
- Experience in practicing Service Design with a tailored approach, leading to better customer and business outcomes, innovation, and organisational change.
- Experience designing and mapping the multi-channel, multi-touchpoint end-to-end journey of services to help the user complete their goal, and the business to unlock value, while ensuring that regulatory standards are met.
- Ability to search and gather information from a variety of sources, with the aim of comprehending the fundamental issues that our customers and users encounter. Furthermore, you can analyse business problems, events, and activities, and identify their broader implications and lasting effects.
- A persuasive and informative communication style.
- Experience in a variety of approaches to understanding users and their needs, translating their needs into user stories, and proposing design approaches or services to meet those needs.
- Working experience in an evolving environment, using an iterative method and flexible approach to enable rapid delivery.
Desirable
- Experience working in the healthcare sector.
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