Service Designer

As a Midweight Service Designer at Zone, you will play a hands-on role across all stages of the service design work, especially within our public sector portfolio. From championing service user needs and bridging them to government policy and regulatory frameworks, to understand and map the service context (e.g. stakeholders, partners, suppliers, ecosystems, physical infrastructure, etc.), formulate outcome-oriented hypotheses and concepts, and help articulate service value propositions in multi-channel experiences across multiple touch points.

Our Service Designers play a critical role in ensuring that the services brought to fruition are crafted to the highest standard, drive value, and meet and balance the needs of the people who use them and the businesses that deliver them.

You will work collaboratively with multidisciplinary teams across various clients, from those attempting to disrupt the market to those driving optimisation and innovation across existing ones.

• • Passionate about mapping, orchestrating and fine-tuning the relationships and interactions of the several users, actors, systems, processes and capabilities involved in the service.
  • Comfortable in assisting in planning and organising the way those peoples and components contribute to the delivery of the service proposition.
  • A storyteller capable of synthesising and simplifying the service complexity in simple, visual, and flexible narratives for several stakeholders with different informational needs.
  • A proactive practitioner to navigate, engage with and align complex and disjointed organisational silos towards a common vision.
  • An inquisitive thinker who is not afraid to flag knowledge gaps, surface misalignment between user and business needs, challenge assumptions and policy with evidence or triangulating multiple sources of truth.
  • Ready to apply your talents and thinking across a wide range of projects and government sectors, as part of medium to large multidisciplinary teams, partnering with designers, business analysts, engineers, user researchers, data specialists to bring desirable solutions to market. Connecting with real users and other service actors to gather feedback and insights to inform the work, team, and clients.
  • Willing to develop your craft and skills with like-minded individuals from a broad spectrum of design disciplines and being involved across all stages of the service development process, from concept ideation through to delivery.

Requirements:

• Are methodical, systemic and holistic thinkers, capable of imaging several service layers through multiple lenses, and beyond organisational boundaries.
• A solid grounding of all facets of human-centred design and Design Thinking principles and methodologies, which enables them to create intuitive and inclusive services that solve real whole problems for users and manage any unknowns, chaos and complexity that can arise at any point in the service design lifecycle.
• Comfortable collaborating with their teams to expose and map the service context and then unpack problem spaces, identify critical factors, identify insights and prioritise value-driving opportunities to deliver business and customer value while mitigating any foreseeable impact on other stakeholders.
• Engage with and understand complex regulatory frameworks and the client’s organisational dynamics and translate or extend the service proposition across digital and non-digital channels.
• Play a supporting role in client workshops to drive alignment, clarity and shared understanding.
• Collaborating with the team to develop ideas & validation of hypotheses and concepts through ideation, research and testing activities.
• Provide the necessary critique to map journeys, flows, interactions and dependencies above and below the service’s line of visibility.

Your experience includes:

• A portfolio presenting a few case studies covering key stages of the service design lifecycle (from discovery to Beta and beyond) with actual artefacts that can be presented in depth during the interview.
• Working for highly regulated public and commercial sectors.
• Experience working within multi-disciplinary agile service teams (incl. content and interaction designers, business analysts, researchers, developers and subject matter experts)
• Clear evidence of how you solved whole real for user needs through an evidenced based design.
• Some experience in formulating and developing service value propositions, leverage existing or new capabilities to fulfil those propositions, or mitigate constraints with researchers, business analysts, solution architects, service owners, delivery leads and other designers.
• Well informed design opinions based on research, data and insights.