Lead Service Designer

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