Agency / Consultancy

Lead Service Designer

Archived
Full Time

Wunderman Thompson

Role:

As a Lead Service Designer, you should feel comfortable leading/governing projects, as well as guiding and inspiring other team members. An expert practitioner, you’ll be used to managing key client/stakeholder relationships, and would actively look to improve the WT CX Methodology at every opportunity.

To be successful in your role, we look to the following skills:

  • Service Design Methodology – Au fait with Service Design processes and techniques, aiming to iterate wherever possible
  • Customer Research – Confident in conducting primary ethnographic research
  • Storytelling – Tell customer stories coupled with specific and actionable recommendations to improve experiences
  • Collaboration – Work openly across departments within the agency and within client organisations
  • Quality Deliverables – Understand the effect of every deliverable and design for impact, be it presentations or products
  • Attitude – Positively contribute to team culture

As part of the team, you can demonstrate your ability in these skills like so:

Service Design Methodology:

  • Able to use a wide range of Service Design techniques, including those aiming to support ideation, collaboration and delivery
  • A thorough understanding of methods of the WT CX Toolbox assisting you to identify gaps within the WT CX Methodology and create new methods
  • Demonstrate ability to take ownership of end-to-end Service Design projects

Customer Research:

  • An understanding of, and successful application of, research techniques, process, insight development and concept creation
  • Create primary ethnographic research plans tailored to deliver insights relevant to the brief
  • Ability to identify tools required to develop insights through research and work with others to develop these

Storytelling:

  • An eye for detail to help identify problems and improvements within a customer experience, regularly offering a fresh perspective to clients
  • Take an active role in the identification and structuring of insights/recommendations
  • Regularly effectively present customer challenges in the most appropriate format which motivates clients to act

Collaboration: 

  • Confident, accurate and timely communication, within projects, the wider CX Team and within client’s organisations
  • Trusted to work independently while providing support for junior team members

Quality Deliverables:

  • A designer to the core, taking pride in every deliverable produced by yourself and the members of the project team you support
  • An expert in design tools such as Adobe CC, Sketch, InVision etc to help create and present deliverables
  • Complete deliverables in a timely and efficient manner while providing regular feedback to other team members

Attitude:

  • A positive solution focussed attitude, supporting the desired studio culture within the team
  • Ambition to continually push yourself to be better
  • Demonstrate the Wunderman Thompson behaviours; In It Together, Listening, Positivity and Creative Bravery

In addition, as a Lead Service Designer you will be responsible for the development of team members. To support this, you will:

  • Hold regular career-based conversations to help individuals grow and improve their overall skills
  • Support in the creation of individual’s development plans
  • Show your coaching style to get the best out team members
Location
, England, England
Type
Full Time
Industry
Agency / Consultancy
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