Senior Service Designer

Role summary

Lead the delivery of complex client projects, overseeing planning and execution of all service design activities and deliverables. Manage day-to-day running of large projects and multiple work streams, including effective delegation, client relationship building, and team mentorship. Contribute to the overall success of our clients, our people and our business through account development, strategic planning, and internal improvement initiatives.

Responsibilities

• Lead complex customer research projects; design and implement advanced research methodologies; lead workshops with senior stakeholders; develop and implement sophisticated synthesis activities.
• Drive the creation of innovative service concepts, journeys, and blueprints; lead the development and testing of prototypes; create and deliver high-impact presentations to senior client stakeholders.
• Lead the development of proposals for new business opportunities and represent the Livework brand at industry events and conferences.
• Drive strategic internal improvement initiatives, leading teams to enhance our methods, tools, and approaches.
• Develop and maintain strong relationships with senior client stakeholders, acting as a trusted advisor and strategic partner.
• Oversee project delivery, ensuring adherence to timelines, budgets, and quality standards.
• Mentor and guide designers, fostering a culture of learning and development within the team.
• Continuously develop advanced skills and knowledge in service design, strategy, consulting, and relevant industry domains.
• Identify opportunities to improve Livework methods, tools, approaches, policies, and procedures, leading implementation of improvements.

Skills, Knowledge and Experiences

Significant relevant professional experience, including demonstrated experience leading complex service design projects. Demonstrated expertise in the following:

• Ability to lead and manage diverse teams, fostering collaboration and driving synergy towards a common goal.
• Exceptional interpersonal and communication skills, with the ability to build trust and influence senior stakeholders.
• Advanced visual communication and prototyping skills, with expertise in a wide range of tools and techniques.
• Proficiency in various software packages, including Google platform, Miro, Figma, and the Adobe suite.
• Highly developed analytical and strategic thinking skills, with the ability to navigate complex challenges and ambiguity.
• Exceptional facilitation skills, with experience leading workshops and presentations with senior executives.
• Expertise in applying all core aspects of Service Design to complex client challenges, leading others in the application of methods.
• Proven ability to manage complex projects efficiently, delivering high-quality outcomes on time and within budget.
• Advanced capabilities in core consulting domains including commercial awareness, strategic thinking, and problem solving.
• Expertise in journey mapping and journey management, preferably using industry standard tools.

Demonstrated Behaviours

• Respectful, learning and sharing: Promote a culture of respect and continuous learning, mentoring team members and sharing knowledge openly.
• Service minded and design results driven: Drive projects towards impactful outcomes for clients and their customers, emphasizing the value of service design.
• Humble, bold, empathetic and inclusive: Lead with confidence while remaining humble, empathetic, and inclusive, valuing diverse perspectives.
• Optimistic, committed with live/work balance: Maintain a positive and optimistic approach, while ensuring a healthy live/work balance for oneself and the team.