Lead Service Designer

Service Design: You have a suite of design tools at the ready to build first-class services:

• Co-creation: facilitate collaborative workshops. Partner with other designers from our team as well as technologists and product managers
• Discovery: Plan, conduct, report-on, and advocate for a variety of research methodologies to synthesise and communicate insights.
• Design and prototyping: create solutions ranging from a strategic level of 50,000 ft to a tactical one at 500 ft. Produce artefacts such as illustrated journey maps, service design blueprints, low-fi concept designs, service prototypes
• Training: co-facilitate design thinking training sessions to help partners in the firm from non-design backgrounds in understanding design and how we can help them achieve their goals
• Manage planning and delivery of your part of projects to time and quality measures

Culture change: As important as the actual design you will play an integral role helping our organisation grow in the understanding and use of design to solve problems:

• Foster excellent external and internal client relationships and help develop opportunities from these relationships
• Presenting to and inspiring internal clients
• Contribute to projects by smartly interpreting their challenges and driving towards the right solution, with a constant eye on value and impact
• Help coach colleagues and stakeholders with less experience in service design in the tools and tricks of our trade

You Are

Someone who wants to influence your own development and push the boundaries of design. You will be experienced, under no-illusions about the challenge, but resolute to embody the change you want to see as part of a team of design-thinkers who will support one-another.

• At least 5 years of Design Thinking or Service Design experience in practice
• Academic and applied knowledge in some of the following areas: Research, User Experience Design, Product Design, Organisational Design, Strategic Design, Business Design
• Hands-on experience of designing for a variety of digital touch-points and non-digital channels including creating journey maps, blueprints and service prototypes.
• A passion for Customer Experience Design and its centrality to the future success of large organisations
• Excellent communication and storytelling skills, a confident presenter
• Project and people management skills.
• Willingness to build effective partnerships and patience to navigate complex organisations
• Proficiency with MS Office as well as design and prototyping tools such as Adobe, Sketch, InVision, Figma or other similar, remote collaboration tools like Mural, Miro etc.