Service Designers

The Role

• Our service designers help our enterprise customers to create a blueprint for delivery of their future state organisations and propositions to employees, customers, and business partners from a human-centred perspective. Alongside the people side of things, they’ll also consider the other key dimensions of digital transformation – process, technology and data.
• Service Designers usually work in small agile teams, interfacing directly with client stakeholders, alongside consultants from other disciplines such as change management, artificial intelligence and automation.
• They’ll often work as a guide or navigator for the rest of the team, creating a consistent customer-centred lens and vision for the engagements on which they work.
• Their work often involves end-user and other types of research, running workshops (physical and virtual), synthesis, blueprinting, and rapid prototyping at different levels of fidelity.

About You

• Practical experience in applying a structured and systematic approach to enterprise-level problems.
• Enterprise experience working with household brands, especially multinationals to design services around customers and employees. At this stage, we are especially interested in energy and utilities, but financial services, telecoms, and life sciences are interesting too.
• Stakeholder influencing skills – whether in presentations, reviews, workshops, or other types of interaction.
• Ability to produce high quality artefacts – everything from story maps to service blueprints, to research and discovery outputs. (Some wire-framing and concept sketching may be needed from time-to-time, but this is not a pure UX role.)
• Familiarity with various qualitative research techniques and ability to conduct ethnographic studies, user interviews, desk research, prototype testing.

Our ideal candidate will be:

• Curious, open-minded, with a flexible mindset and high degree of initiative
• Individual personality and openness to make a difference within client and teamwork
• Ability to help shape outcomes in sometimes-fluid client-facing delivery environments with ill-defined requirements and ambiguous priorities. Practical experience in human-centred design, showing progression and development in terms of experience within the discipline
• Able to contribute and participate in the development of our production & service innovation practice
• Someone who can demonstrate up-to-date practical working knowledge of design – especially design thinking and lean UX.