Senior Service Designer

We are on the lookout for a sharp, commercially minded, critical thinker to the team, who’s equally comfortable guiding a client in new proposition development as they are defining a digital or go to market strategy. You might have worked in digital, innovation or management consultancy roles for the last 5 years or so, ideally agency-side, and you’re comfortable working with a cross section of people across strategy, innovation, design and technology.

We’re currently building out the team, so we’re looking for a cross section of experiences, passions and skills. If you like the sound of the role, but you’re not sure you’re quite senior enough or don’t think you have all the skills required, get in touch anyway and we might be able to set up an initial conversation.

The role sits within the UK Strategy & Experience teams. On a day to day basis, you’ll be working with strategists, business designers, experience and product designers as well as product managers to explore new market opportunities, shape propositions, and define a roadmap and strategy for taking new products, services and experience to market.

You’ll fit right in if you thrive in a collaborative and fast paced environment, are happy to get stuck in, and aren’t afraid to take some risks.

We aim to offer everyone the support they need to develop and grow, and encourage our team to explore new ways of doing things. We believe that diversity is key to delivering powerful human-centred experiences, so we encourage you to apply if you’re from a different background.

What you will do:

• Help champion service design as a methodology both internally with our teams and externally with our clients

• Get involved in new business conversations and build in a human-centric approach to the way we work

• Champion research into people, their needs, behaviours and expectations as part of every piece of work we do

• Bring frameworks and approaches from your previous lives and educate the team on how to do things differently

• Lead service design projects across sectors as diverse as banking, insurance, retail, government and healthcare

• Make decisions that will influence the work and impact the way our clients do work

You should have:

• 5+ years experience in service design, ideally agency side

• Experience leading project teams in delivering service design projects

• Passion for research and human-centred design, with some expertise in certain methodologies (eg. qualitative or quantitative research, ethnographic research, design research, design thinking, contextual inquiries…)

• A strategic mind, getting the balance of commercial focus, human insights and technology right

• Experience in preparing, leading and facilitating workshops in person and remotely

• Experience in taking user insights and turning them into a range of concrete and actionable deliverables (personas, journey and ecosystem maps, service blueprints…)

• A level of comfort in ideating and paper prototyping based on gathered insights

• Confidence in presenting your insights and ideas to a wide range of stakeholders

You might also have:

• A passion or flair for storytelling

• An interest in mentoring and coaching

• An interest or deep experience in a specific industry (eg. healthcare, finance etc…)

• Experience working with development teams and engaging them early and often in the ideation process