Lead Service Designer

We’re looking for a lead service designer to join us and help us create products and services that provide commercial return and community benefit. Co-op is changing. We’re investing in our business and colleagues, embracing the culture, practices and technologies of the internet age, doing digital transformation on a grand scale. This kind of change isn’t always easy. Supporting colleagues to adopt agile, user-centred ways of working takes time. But when we get it right, the benefits for our members, customers and communities are huge.

As a lead service designer, you’ll be responsible for service design in a business area which makes a genuine difference to peoples lives – Co-op Funeralcare . Working as part of an established, agile, multidisciplinary team, you’ll collaborate with internal partners to make sense of and improve complex systems. We’re already doing great work in this space with Co-op Funeralcare, with service design an established practice – look here.

We’ll look to you to be a leader in our growing design community and help shape service design at the Co-op through our community of practice.

If you’re an expert at aligning the user experience with business goals, we can offer you the chance to build a career with a business that’s using digital to make a difference.

What you’ll do

• map end to end services, experiences and processes
• visualise services holistically across all touchpoints (online and offline)
• communicate complex systems in simple terms
• find the key problems to solve and opportunities for growth
• consider the wider impact of the products we design, positively influencing the whole service experience
• lead the strategic and iterative improvement of products and services
• be an advocate for accessibility in all aspects of the design of a service
• work with one of our principal designers to represent design within a business area, communicating decisions to digital and business colleagues
• work directly in a multidisciplinary product team
• support and contribute to our service design community of practice

This role would suit people who have

• broad knowledge of service design, visual design, interaction design, content design and user research
• great leadership skills, with a talent for working collaboratively and for coaching other designers
• expert knowledge of service mapping methods (for example service blueprints)
• the ability to consistently deliver high quality, commercial products and services
• significant experience using research to analyse behaviour and motivation, and making decisions based on evidence
• the ability to make design decisions that lead to commercial return and meet user needs
• a strong commitment to creating digital services that are accessible to all
• experience working in an agile, multidisciplinary team environment
• excellent communication and presentation skills, with a talent for building positive relationships across the business
• a portfolio demonstrating knowledge of user research, service mapping, the end-to-end customer journey, processes and systems, and the impact on customer experience (you will be asked to provide a copy of this at interview stage)