Senior Service Designer

What you’ll be doing:

The Wunderman Thompson CX Team in the UK is a true mix of backgrounds, but all are united by an obsession with experiences. Our job is simple – we help brands create great experiences. Therefore, our work spans the entire Service Design process from research to delivery. We develop solutions to take advantage of the design, business and innovation opportunities we identify and then work collaboratively across the Wunderman Thompson network to make them a reality. We have proudly been named as Campaign’s Customer Engagement Agency of the Year for the last three years and have been highlighted as a world leading agency for CX Insight and Strategy by Forrester.

As a Senior Service Designer, you will be asked to take responsibility for projects and client accounts with the aim to grow and develop the role CX can play across Wunderman Thompson’s portfolio. Taking a Senior role within the team means you will be supporting more Junior members of the team through managing individuals and helping them to develop their skills and career.  You will take an active role in business pitches and securing new revenue source for the agency. You will also aim to bring your own perspective to our practice based upon your experience to help us develop our skillsets to better respond to the needs of our clients and their customers.

• Analysis of end-to-end customer journeys to identify customer pain points and opportunities to improve
• Design of ‘future state’ experiences based upon customer behaviour, trends and brand positioning
• Upskilling of our clients and their internal teams of how to use CX within their organisation

Who you are:

Most but not necessarily all of the following:

• Familiar with service design tools and methodologies
• Understanding of human-centred design processes
• Demonstrable graphic/illustrative design skills
• Comfortable leading stakeholders through a design process
• Analytical skills with an ability to derive relevant outputs from research
• Clarity of thought and a structured design process
• Be inquisitive and energetic
• Sense of priority: be able to prioritise work in order to meet deadlines, whilst giving attention to detail
• Ability to create a clear narrative, through work and presentations
• Able to find out insights beyond the superficial

What we can offer you:

We don’t settle for people who can just do the job, we look for people that go beyond that and always push our thinking to be better than yesterday. We believe that this is what makes our agency a great place to be – a space where you’re never far away from the best minds to learn from.

We want you to be comfortable and proud every day of the week and have created an open and inclusive environment where you can bring your whole self to work. We don’t want you to just fit into our culture, we want your uniqueness and diversity of background to add to it and make this an agency where we all have a real sense of belonging and purpose. We are a community.

Our focus is on keeping teams connected and engaged whether we’re in the office or working from home, putting people’s wellbeing first, ensuring every person has access to our learning and development programme and building an inclusive workplace. We have a weekly ‘Staying Connected Calendar’ which is full to the brim of training you can get involved in, inspiration sessions hosted by external partners to check out and wellbeing classes and tips and tricks to look after your mind, body and soul. From yoga, Pilates, HIIT, hypnotherapy, a Strava cycling group, 1:1 resilience sessions and trained mental health first aiders. To name a few. Within our office we have a dedicated wellness studio and this year we built a brand new learning lab. Here we host weekly lunchtime lessons that supports iLearn, our learning & development portal home to 100s of sessions for you to access. We’re also committed to building an inclusive, equitable and diverse workforce driven by our Inclusion Council and Employee Resource Groups; Roots, Green, Unite, Women @ WT, Families Network and culture club.

Your career development is important to us and should you ever choose to move on from Wunderman Thompson, we want you to be better than when you joined us. Thrive will provide you with the framework and support needed to reach your career aspirations. There really is no shortage of opportunities here for the right person that is prepared to roll their sleeves up, get involved and collaborate with those around them to deliver the best work for our clients and our agency.