Senior Service Designer

And today we’re looking for a Senior Service Designer who shares these values. Does this sound like you?

Summary of key responsibilities/deliverables

The Senior Service Designer is reporting to the Head of Business Design & Technology Partnering.

Their role will be to bring to life the end-to-end lifecycle of a Service, seeing the full potential and helping the business shape and scope out their true need and how it aligns to our wider business goals and strategy. They will do this through leading the digitalisation of the vision for the service with the Business, then working closely with other areas of design and technology to translate the need into a set of detailed requirements, designs and then onto a successful delivery. As part of the journey they will also identify interaction points with other existing services and people, as well as mapping out the full end user experience, so this can then be used to elaborate specific processes and training that can be utilised when this is passed in to the operation. The Senior Service Designer will also be expected to review existing services with the goal of driving continuous improvement and enhancements where identified, and presenting findings to senior stakeholders for consideration.
We are looking for an experienced Service Designer who can support in the above, as well as help introduce best practice methodology that can help us grow this function within Hyperoptic, and compliment the design and delivery model we already have in operation, ultimately becoming an advocate for the Service Design profession.

The Business Design team is part of Digital Strategy & IT Transformation team. In Hyperoptic, Technology exists in the form of Networks and IT, which enable us to provide the services that we offer. Technology projects are created when we need to improve, innovate or simply maintain or repair the technology that we use. In order to conduct successful projects, we must fully understand what the business needs, what the impacts of change may be on technology and map all relevant impacts in all areas in Hyperoptic, including the Technology & Innovation division.

What will you be doing?

Defining the Service

• Work with the business to define their needs and the long term strategy of a service or set of services across platforms
• Work to identify and suggest direction of the evolution and continuous improvement of existing services
• Help shape and define an End-to-End view of the service, including, but not limited to, To-Be Processes as well as interfaces with other existing services
• Using tools such as Whiteboarding/Prototyping to present a digitalization of the full lifecycle of a service, overlaying end users both internal and external and bringing it to life
• Growing the remit and definition of the Service Designer role within Hyperoptic, and actively promoting its benefits to the wider organisation

Making it a reality

• Able to make recommendations on which technology to use, but are ultimately platform agnostic as long as it meets the needs identified
• Overlay rollout models to show how service could be put in to live, e.g. where and how many
• Identifying touch points for all end users, both external and internal
• Keeping in mind the optimal customer experience
• Working across business functions to aid them in translating the vision into operational materials to support in life queries and rollout training

What are we looking for?

• Information Systems Engineering, Computer Science/Engineering, or related degree
• Business Administration or Management degree or training
• Process analysis/improvement certification (Lean/Six Sigma, or similar)
• 8+ years of experience working in service design, customer experience, business/systems analysis, solutions architecture, business improvement consultancy, or a similar role
• Extensive experience and working understanding of general business processes and organisational framework, including goals, strategy, culture and structure
• Experience of various tools and techniques e.g. walkthroughs, process modelling, UML Use Case, Activity Diagrams, process and customer experience mapping tools
• Consulting roles, Service/Product Owner, process improvement, business operations, programme and project management background
• Design Thinking Methodology
• Experience working with global teams
• IT or Telecommunications experience
• Strong Influencing and negotiation skills, analytical skills, critical thinking, and business acumen, with the ability to analyse complex data, systems, and processes, and present clear and concise information
• Must be comfortable challenging existing practice and be capable of driving positive change in a constructive and cooperative fashion
• Ability to understand the implications of departmental changes to the entire business
• Ability to structure and breakdown complex issues and to gather these with a deep strategic focus with a clear view on how to resolve
• Strong interpersonal, communication and organisational skills
• Leadership skills and ability to deliver through others rather than just themselves
• Strong senior stakeholder management
• Proficiency in common tools used to document flows, design processes, and present information (Word, Excel, PowerPoint, Visio)
• Creative, strategic and conceptual abilities