Principal Service Designer

The Principal Service Designer plays a leadership role across a range of Service Design activities. You should be comfortable with exceptional levels of ambiguity and operate at high complexity. You are a system thinker, experienced in contextualising user and business needs, shaping frameworks and setting directions for the business based on user centred design principles and practices.

You will be working directly with programme managers and directors to develop design concepts, set the direction and assure the quality of design delivery across teams. You will be leading multiple and highly complex services.

Responsibilities

• Help to define vision and outcomes for products, services and programmes, shaping strategy and influencing long-lasting change.
• Drives the articulation of strategy, through co-creation and client engagement, threading design and business thinking together to deliver inventive, durable and thoughtful, end-to-end solutions for BT’s employees and customers.
• Owns the high-level client engagements, challenging senior stakeholders to prioritise and mitigate contains and turning them into advantages. You are flexible and able to adapt your approaches according to these constrains.
• Brings insight and expertise in how user needs have changed over time to ensure they’re met by the business. Applies strategic thinking to provide the best service for the end user and give direction on which tools or methods to use. Must demonstrate experience in meeting the needs of users across a variety of channels.
• Manages and runs ideation workshops to synthesise research insights and inspire innovative solutions, creates distinctive and branded physical and digital-first experiences that are desirable and consistent across touch-points.
• Implements user research and testing, map customer journeys, develop service blueprints for complex products and services, and use a variety of methods to convey ideas and concepts in co-producing deliverables such as qualitative research reports, customer and employee journey maps, process flows, concepts, service blueprints and prototypes.
• Ensures cadence with industry design standards and best practices to implement design criteria and apply user centred design methodologies to ensure ideas are based on customer needs.
• Mentors and coaches experienced professionals to develop current and future team capabilities and ensure performance.

You will have the following skills and experience

1. Have 5+ years of experience on design strategy and systems design.
2. Stake holder management at senior leadership level.
3. Proficiency in techniques of co-design, facilitation and mediation.
4. Experience working within agile teams and organisations
5. Hold a degree in Design and/or have extensive relevant experience in design methodologies, user research and user centred design.
6. Have experience on briefing and planning research
7. Great storytelling and presentation skills