Senior Service Designer

About this role:

We’ve recently brought our customer help, partner and advisor experiences together to create a brand new area to enhance the experiences of these key user groups! In the forming of this new area we’ve already started to identify lots of opportunities for teams to work together.

However, to truly understand the interconnectedness of the existing processes, policies and products and to fully realise the benefits for both the user and the business, we need a Service Designer!

We are looking for a Senior Service Designer to work collaboratively with  stakeholders and teams within the pillar to identify and prioritise opportunity areas that impact all our users with the pillar and beyond into the broader business.

Within the pillar you will work as part of a team of ~20 UX designers, researchers and writers. While you will be the only Service Designer within the pillar, you will also be part of a larger Service Design community with the business. This role will also play an active role in building the service design practice and scaling its impact across the company.

You’ll be part of a passionate UX team of 100+ UX designers, UI designers, product designers, service designers, researchers and writers across 7 countries.

These are some of the key ingredients to the role:

• Lead large-scale, complex service design and future value proposition projects, from inception to the beginning of delivery
• Work as a part of a multidisciplinary team to conduct market research, workshop facilitation, problem framing, and brainstorming whilst building positive stakeholder relationships
• Develop clear narratives, stories, and visions based on user needs and business insights – marrying both qualitative and quantitative from various sources to influence senior stakeholders on the future direction of an area
• Scope and conduct research with a variety of users and business stakeholders – from front-line workers to c-suite executives
• Present and communicate your findings to a broad set of audiences, including senior stakeholders across the business to influence decision making
• Facilitate collaboration and alignment on the project on an ongoing basis to achieve a bought-in vision from stakeholders

What will you bring to the table?

• Significant industry or consultancy experience in a Service Design or Strategy role applying human centred design in complex and/or scaled organisational environment
• Experience in applying creativity to develop and apply a wide-range approaches, methods, and processes that require research, facilitation, visualisation and heavy synthesis to help teams consider new paths forward that deliver both user and business value
• Experience leading complex projects that require meeting the needs of multiple user groups, whilst working closely with cross-business stakeholders
• Experience visualising work and transforming into compelling narratives – from mapping service journeys and blueprints to curating compelling narratives that incorporates data and insights to help drive strategy, prioritisation, decision making, and/or roadmapping
• Exceptional stakeholder management and communication skills