Senior Service Designer

As a Senior Service Designer, you will play an important role in helping us deliver against the ‘Engage’ pillar of our new organisational strategy. Engage transformation aims to deliver better, more personalised, and consistent experiences for Cancer Research UK’s audiences. This will help us build deeper, more engaged relationships that increase the propensity of our audiences to support our lifesaving research and services.

Working in cross-functional teams predominantly within the Marketing, Fundraising, and Engagement (MFE) Directorate, you will lead work to co-design new or improved external-facing services as part of this large transformational programme, whilst embedding ownership and accountability of the service journeys into our MFE teams. You will own multiple workstreams holding the space and connection between different professionals to ensure that the balance between user experience and organizational outcomes is orchestrated in the right way.

You will be part of a high-performing and supportive team of in-house Service Designers who work together as a ‘capability’ to ensure initiatives across the charity are connected and create a whole ‘greater than the sum of the parts’. You will have the opportunity to learn from, share knowledge, and grow with the rest of the Design team.

What will I be doing?

Showing the possible: researching, designing, and testing end-to-end services

• Forging strong, collaborative partnerships with Business Owners across MFE to co-design new service models and value propositions, helping define how the organisation can re-organise itself to best deliver them
• Providing strong leadership and clear decision-making for the cross-functional team in delivering transformational initiatives
• Collaborating in cross-functional teams on a wide variety of initiatives, working in close partnership with capabilities including UX, content design, and solution architecture to develop artefacts (e.g. service blueprints and prototyping)
• Testing and iterating to deliver consistently high-quality user-centred services

Coaching, supporting, and devolving ownership

• Coaching the Business Owner in scoping and delivering user-centred services using expertise in design to challenge and influence stakeholders and drive digital change
• Supporting business teams to develop the cultural conditions, practices, and spaces to design lean user-centred services, from using the right tools to creating psychological safety
• Assisting managers and leaders across the organization in future-proofing the roles and responsibilities within their teams to reflect increased digital ownership and skillsets

Implementation and evaluation: setting measures for value and tracking them

• Recommending, agreeing, and tracking KPIs for propositions and services
• Ensuring initiatives are evaluated against a benefits framework shared between Technology and business teams
• Being aware of the cost-of-service delivery and of the importance of measuring this

Setting strategic direction based on business needs

• Leading the design work that supports Cancer Research UK in identifying organisational priorities
• Implementing and championing standards and guidelines set by Capability Leads to ensure quality assurance is maintained across our digital presence and that relevant regulations, laws, and codes of conduct are upheld
• Using Service Design outcomes to direct strategy and organisational operations

Full stack service design: building our capability

• Supporting with mentoring and recruiting the Service Design team
• Working as a capability to make sure projects connect and create a whole ‘greater than the sum of the parts’
• Regularly publishing work in progress to accelerate organisational sense-making
• Making an organisation-wide case for end-to-end service design and pushing back when evidence suggests we should
• Understanding and championing technology product portfolio as the bedrock of our digital presence
• Establishing what good looks like: work in close partnership with other Capabilities including Business Architecture, Content Strategy and UX to develop guidance on good digital and design practice at Cancer Research UK

What skills are you looking for?

• Experience Service Designer who has co-designed new or improved external-facing services and researched, designed, and tested end-to-end services
• Delivered large-scale change/ transformational programmes or high-profile initiatives within an Agile environment
• Provided strong leadership and clear decision-making for cross-functional teams
• Built, mediated, and influenced stakeholder relationships across the organization with experience dealing with complexity and influencing organisational strategy and operations
• Mentored, developed, and supported junior team members
• Robust experience in evidence-based service design and delivery (including idea validation, user case creation, user experience, user research, and usability testing for a variety of audiences)
• Knowledge of core digital capability areas such as content strategy, business analysis, and solution architecture with a track record of applying these to design decisions
• Worked with the different materials of service from user interactions across digital and non-digital to backend processes and policy