Service Designer

We are looking for an exceptional practitioner in the field of service design to join our creative studio. You will be responsible for helping organisations identify opportunities and deliver compelling, evidence based, human centred services.

You have a passion for understanding users as well as client organisations and thrive in complex environments. You believe that great end-to-end customer experiences need to be useful and usable, but that their success heavily depends on the back-stage elements that enable them. You have a strong command of human centred design and involve the human perspective in all steps of the problem-solving process.

You will work alongside leaders in the experience design field in a supportive environment where you will be able to thrive and grow. Our Service Designers are encouraged to share their experiences and methods with peers in and outside the business.

Responsibilities

As a practitioner

• Envision a full end-to-end service centered around customer needs.
• Influence and shape stakeholders’ objectives to support their future vision.
• Demonstrate big picture thinking, working backwards from an ideal future scenario.
• Conduct qualitative research; using observations and feedback to learn why things are happening or not happening.
• Turn research insights into opportunities and communicate these to clients.
• Define testable hypotheses and collaborate with UX Designers to create working prototypes.
• Recognise the importance of facilitation and co-creation.
• Challenge how things work and identify further opportunities for service improvement.
• Design service blueprints (as-is and to-be states) to communicate the end-to-end inclusive of the customer experience and activities of the behind-the-scenes staff and systems.
• Shape, evangelise and espouse Foolproof’s design philosophy and practice, internally and externally.
• Offer costing support and help identify business opportunities, supporting on pitches as part of a wider pitch team.

As a Foolproofer

• Share project stories and experiences with the wider business, providing critique and direction to your peers and team members.
• Contribute to the Foolproof blog, social channels, and white papers.
• Challenge yourself and others to think creatively to improve the standard of our work by making recommendations for training and development.
• Uphold the company’s values at all times.

Your experience

• Good knowledge of service design practices with at least 2 years’ experience in product and/or service design, digital transformation, or UX.
• Experience of working strategically on end-to-end services that exist to fulfill customer goals.
• You have made design processes work effectively, influencing working practices and culture to support this.
• You can plan, conduct and communicate user research as part of a human-centred design process.
• You’re able to explain design decisions and communicate ideas in a way that other people understand.
• You have worked in an agile environment.
• Have facilitated workshops and meetings.

A few other qualities we value

• Good people who like to have fun (whatever that looks like for you).
• Thought leaders unafraid of challenging the status quo.
• A genuine, honest tone of voice.
• Design for good enthusiasts.
• Team players who champion collaborative ways of working.