Senior Service Designer

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. Our team delivers for brands including GE Healthcare, HSBC, Duracell, Mercedes Benz Vans, Microsoft, The Macallan, Pets at Home and Specsavers.

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.

What we need from you

• Able to work with multidisciplinary teams on a range of products, designing experiences people want, need and love.
• Passion for people, with an ability to work across medium and large-scale engagements with several project tracks.
• Able to juggle multiple projects with a great attitude, prioritising work and resources – even when timelines, budgets and availabilities change.
• Make the case for what you believe in, always advocating for the people who use our products in front of internal teams.
• Able to guide more junior members of the Service Design team.
• Work well under pressure, keeping your cool when the deadlines change, mitigate risks an adjust accordingly.
• Act as an ambassador for the experience design team; able to explain the value of user centred experience design
• As a Senior Service Designer you will be responsible for the development of junior members of the team. To support this, you will be able to:
  • Hold regular career-based conversations to help individuals grow and improve their overall skills
  • Support in the creation of individual’s development plans
  • Show your coaching style to get the best out team members
• Stay stubbornly curious, constructive and open minded.

You’re likely to have knowledge or expertise in these areas

• Service Design Methodology – Familiarity with Service Design processes and techniques, aiming to iterate wherever possible. A thorough understanding of the WT CX Toolbox – assisting to identify gaps within the methodology and create new methods. Demonstrate ability to take ownership of end-to-end Service Design projects
• Customer Research – Able to take the lead in conducting and developing tools for primary ethnographic research. An understanding of research process, insight development and concept creation. Able to identify tools required to develop insights through research and work with others to develop these
• Storytelling – You have an eye for detail to help identify problems and improvements within a customer experience, regularly offering a fresh perspective to clients. Able to structure group sessions aiming to synthesise insights. You can regularly and effectively present customer challenges in the most appropriate format which motivates clients to act

Tools you’re likely to be confident in

• Design tools such as Adobe CC, Figma, Sketch, InVision etc to help create and present deliverables