Senior Service Designer

As a Senior Service Designer in our Design & Innovation team, you’ll work on a wide variety of cross-functional, transformation projects to deliver new value to users while balancing business objectives. You’ll be involved from discovery to global scaling to help transform key service areas and define the future of our service ecosystem.

You’re passionate about understanding all things about our users, whether that be a customer, restaurant partner, couriers or our internal agents who support them. You’ll be hungry for insights – keen to get stuck in and understand root causes of our service ecosystem; using these insights to help influence vision and strategy. You’ll be interested in the broader food tech industry – keeping on top of where it’s going and how we ensure we stay ahead of the curve.

RESPONSIBILITIES

• Working as part of a multidisciplinary embedded team, your job will include market research, workshop facilitation, problem-framing and problem-solving, whilst building positive relationships across the business

• Lead large-scale Service Design projects with a long-term impact on users, the product, and business.

• Crafting clear narratives and visions based on user and business insights – marrying both qualitative and quantitative from across the organisation.

• Conducting research with a variety of users; from front-line workers to c-suite executives.

• Presenting and communicating your findings to a broad set of audiences influencing decision making.

• Collaboratively facilitating and implementing solutions with different product and business teams.

WHAT YOU BRING TO THE TEAM

• Significant experience in a Service Design or Strategy role applying human centred design in complex and/or scaled organisational environments

• Experience with and growing comfort in developing and applying a wide-range of approaches, methods, and processes that require research, facilitation, and heavy synthesis to discover new paths forward

• Experience delivering successful service and organisational transformation outcomes as an individual contributor and part of a larger cross-functional team.

• Able to visualise work and build compelling narratives – from mapping service journeys and blueprints to curating stories that incorporate data to help drive strategy, prioritisation, decision making, and/or roadmapping

• Passionate about integrating Service Design & HCD methodologies into the wider organisation