Senior Service Designer

As a Senior Service Designer at Zone, you will play a hands-on role across all stages of the service design work. From championing service user needs and bridging them to 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 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.

Zone in a nutshell

Zone is an experience consultancy – part of the Cognizant family – made up of strategists, designers, engineers and delivery experts. We transform the businesses the world relies on by creating and orchestrating exceptional experiences for their customers, employees and partners.

Zone does this for some of the world’s biggest brands at every stage of their transformation journey – whether that’s by deeply understanding customers to reimagine the journey, rapidly creating new products and services that deliver value, or by scaling innovation across large-scale enterprises.

Role

• Use your solid grounding of all facets of human-centred design and Design Thinking principles and methodologies, 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.
• Collaborate with you 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.
• Flex your entrepreneurial skills and strategic thinking to help the agency grow its business and capabilities.
• Understand complex regulatory frameworks and the client’s organisational dynamics and translate or extend the service proposition across digital and non-digital channels.
• Participate in client workshops to drive alignment, clarity and shared understanding.
• Collaborate 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.

Requirements

• A portfolio presenting a few case studies covering the whole 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 in leading the design 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.
• Proven and practical experience in leading, or playing a senior role in the definition or delivery of user-centred services.
• Proven and practical 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.
• Familiarity designing experiences and services in line with the UK Government’s Service Standard is preferred
• Experience facilitating co-design and participatory design approaches is also highly desired
• Well informed design opinions based on research, data and insights.