Service Designer 

Job Purpose: 

At Transport for London (TfL), our data is the lifeblood that fuels our mission of delivering exceptional customer experiences and optimising our network operations. We’re on the lookout for a data-savvy generalist with an interest in service design to join our visionary Data & Analytics (D&A) team.

As a Data & Analytics Service Designer, you’ll be at the forefront of defining and developing ground-breaking Data & Analytics service offerings.  You’ll create and enhance services to ensure exceptional user experiences.  Using your expertise in design thinking, user experience, and business strategy to understand customer needs, behaviours, and expectations.  Through research techniques such as interviews, observations, and workshops, as a service designer, you’ll uncover insights to map out customer journeys and identify pain points in service interactions.  Your role involves collaborating with cross-functional teams and stakeholders to develop innovative strategies, concepts, and prototypes that address identified issues and improve service efficiency and desirability.  Get ready to shape the future of data as we unlock its immense value, empowering TfL and delighting our customers.

Key Responsibilities: 

•    Uncover the untapped potential of data by identifying emerging business needs across diverse TfL teams. Transform these needs into a suite of distinct yet complementary data and analytics service offerings, collaborating closely with team heads and Data and Analytics Product Managers.
  •    Your role will encompass crafting end-to-end customer journeys, clearly articulating the scope of our offerings and facilitating seamless engagement between the Data and Analytics dream team and its customers.
  •    Illuminate the Data and Analytics services we offer, both internally within TfL and to the wider world. Champion a deeper understanding of our data-driven capabilities, identifying knowledge gaps and spearheading transformative communication strategies and stakeholder engagement initiatives. Let’s break down barriers and ensure our data services shine brightly.
  •    Stay one step ahead of the ever-evolving needs of TfL and our esteemed partners. Continuously assess the pulse of our services and collaborate with the dynamic team to adapt, evolve, and unleash innovation. Together, we’ll ensure our services remain at the forefront of data excellence.
  •    Explore exciting commercial opportunities to leverage the goldmine of TfL’s data products. Be the visionary sponsor who champions exploration, investigation, and development of new possibilities to harness our data’s potential and forge new partnerships.
  •    Seize opportunities for improvement to our services and elevating the efficiency and excellence of our delivery. Foster a culture of relentless improvement by embedding key performance metrics that become the heartbeat of our team.  Measure the success of our services, drive innovation, and ignite a passion for continuous improvement.

If you’re an extraordinary individual with a burning passion for shaping the future of Data & Analytics, driving game-changing decisions, and unlocking the immense value of data, this is your calling.  Join us at TfL, where we’ll revolutionise the way we serve our customers, optimise our network, and leave an indelible mark on the transportation landscape.