Head of Service Design

The Head of Service Design is a full-time position for someone with a solid experience in leading, managing, and inspiring design teams, to deliver award-winning work. Having a commercial eye, with active experience in business development, is also key.

You will probably have a minimum of 8 years professional experience, which includes a proven track record in Service Design, possibly including UX or associated design practices. You will have extensive experience of the whole end-to-end design process in a mix of settings, with a portfolio that supports this.

You will be confident in directly consulting with clients to define the real challenge, questioning briefs, and recommending established and innovative approaches to suit client objectives. You will be comfortable working on and across multiple projects, and managing, supporting, mentoring and inspiring the Spotless team.

Your responsibilities will fall into three main areas:

Design & Delivery

• Leading by example, demonstrating exemplary design skills. Working on designated projects applying the full range of research and design skills, tools and methods to every client challenge, as appropriate
• Consulting and collaborating with client stakeholders to solve the client’s business and organisational challenges and problems, delivering impactful outcomes and high quality deliverables
• Maintaining the highest quality and admired standard of performance in the fundamentals of both service and UX design including research, planning, facilitation, storytelling, analysis, ideation, critical thinking, prototyping, reporting and presenting
• Highly motivated and self-managing, with good time management skills and the ability to deliver according to budget and deadlines.
• Continually evaluating and improving Spotless’ methods and processes to ensure we are always offering the best solution to clients and their customers.

Management

• Help maintain a happy, driven studio community. As a line manager, you’ll be conducting regular feedback sessions with colleagues who report to you, and running formal professional development planning sessions each year.
• Keeping an eye to the future. Inspiring co-workers and sharing knowledge and skills with the team, recognising potential in the latest technology and other trends.
• Leading, mentoring and guiding multidisciplinary teams to produce exceptional strategies services and (digital) experiences, whilst balancing the needs of users and clients throughout
• Maintaining the current trajectory by moving us towards a recognised and admired service design consultancy.
• Highly proficient at creating artefacts and deliverables, making it easier for clients to connect the dots with clear communication (spoken and written) and actionable recommendations
• Attending at least one design event every 3-6 months to keep up to date with the latest trends, discussions and methodologies
• Supporting the People Manager with ongoing recruitment for an ever growing team, always on the lookout for top talent.
• Ensuring the team’s personal objectives are represented in project planning activities alongside our business objectives, and your view of the design output and identity of Spotless.

Sales & Marketing

• Taking a leading role, as part of a team, in supporting the maintenance of a healthy business pipeline, responding to briefs, preparing proposals, and presenting at pitches
• Representing the company at conferences and events, taking responsibility for internal marketing opportunities such as podcasts, roundtables, breakfast events and training workshops
• Being a recognisable voice in the design community by writing articles, blog posts, being visible on social media on relevant service design topics and areas of interest to benefit the business

Your skills/ experience:

• Demonstrable experience in a senior Service Design role, researching and designing digital services and applying strategic thinking to the process.
• A good commercial understanding, with experience working within a studio / agency creative environment being highly desirable.
• Strong stakeholder management skills, with experience championing human-centred design, design thinking, and innovation.
• An understanding/experience of a broad mix of research methodologies for inspiration and validation, including with end-users, stakeholders
• Bringing designs to life through prototypes (with a range of tools).
• Good use of tools and platforms such as Miro, Figma, Sketch, Invision and Adobe Creative Suite. Graphics/illustration capability is also desirable.
• Bringing services and experiences to life through user journeys, scenarios and service blueprints.
• Experience of adjacent design disciplines (graphics, branding, advertising, events) is a bonus, but not mandatory.
• Excellent communication (spoken and written) and interpersonal skills
• Working with multidisciplinary teams to produce exceptional digital experiences, whilst balancing the needs of users and clients throughout.
• At least a Bachelor’s degree in Service design, Product design, UX/UI design, Psychology, Human Computer Interaction or other relevant fields, or relevant professional experience.