Service Designer

Service Designer
Location: Moorgate, London
Contract type: 12 months Fixed Term Contract
Hours per week: 35
Salary: GBP 40,000 – 43,000 per annum DOE (inc London weighting)

Do you want to help design real services and tackle pressing humanitarian challenges such as supporting refugees, helping people live independently at home, responding to national emergencies like Grenfell and transforming the experience we offer our volunteers?

As a Service Designer your work will be guided by the Red Cross’ principles of humanity, impartiality, neutrality, independence, voluntary service, unity and universality

What you will be doing
The Service Designer will lead and support the re-design of key services, paving the way for the future, and providing a pivotal contribution to the British Red Cross and its pioneering, digital future.

You will champion our user-centric service design approach; ensuring users are at the heart of our design and development process. You’ll work collaboratively with people from a variety of different backgrounds and disciplines. All the time supported by an immediate and wider team of highly passionate, skilled and friendly people who help create the space to make things happen.

What does a typical week look like?
A typical week will vary depending on where you are in the project lifecycle. If you’re in the discovery phase, it might look a bit like the following.

Monday and Tuesday you go conduct interviews in users’ homes. This is always done in pairs, so one of your teams comes with you. You take turns taking notes and asking interview questions. Discussing findings while travelling between interviews. You even draft a blog post on the train ride home.

Wednesday you’re back in the office, your team and you analyze the interview notes. Grouping quotes and observations into key findings and themes. Building a shared understanding of the problem space you’re exploring together.

Thursday you discuss latest research findings in your team. Drawing ideas for possible prototypes. Planning activities and tasks for the following week. Preparing for the next day’s stakeholder workshop. You finish the day presenting the latest research findings at a show and tell.

Friday you have a workshop with senior stakeholders. With your team you take them through the latest research. You get questions and feedback about the work. You help stakeholders learn about your team’s process and what you have planned next. Afterwards you get together materials for next week’s user interviews. And maybe even publish that blog post.

To find out more you can read about our work on our blog, watch a video summarising the transformation of the ‘borrow a wheelchair’ service, or read an article on how we started to redesign our volunteer approaches.

What we are looking for
You should have a proven record of innovation, product or service development and designing customer-focused propositions in a range of contexts with experience of conducting user research, creating and working with design patterns and designing services to remove complexity.

With experience of working within an agile team/environment, you should be able to storyboard and design services/products and be able to simplify complex issues, find clever solutions and to help shape our approach, structure and ways of working.

Closing date for applications is 23:59 on the 26th of September 2019 with interviews to follow.

Please note that early application is encouraged, as we will be reviewing applications throughout the advertising period and reserve the right to close the advert early.

We offer a wide range of staff benefits, these include:

• 36 days holiday (including Bank Holidays)
• Option to buy an extra 5 days annual leave
• Up to 6% contributory pension
• Flexible working policy

A little bit more about us
The British Red Cross help anyone, anywhere in the UK; get the support they need if crisis strikes. From hiring a wheelchair or dealing with loneliness, to adjusting to life in a new country – we’re there when you need us.

Our organisation was born out of a desire to bring help without discrimination. Impartiality and neutrality have been central values for the Red Cross since we started.

At the British Red Cross, we are looking for the best people to help us provide support to millions of people affected by crisis in the UK. We want our team to reflect the diversity of the communities we serve, offering equal opportunities to everyone, regardless of race, colour, religion, sex, sexual orientation, gender identity, age, or disability.

Diversity is something we celebrate and we want you to be able to be yourself at work, and feel you’re in a great position to help us spread the power of kindness.

In the British Red Cross we will not tolerate any form of misconduct, including sexual harassment, exploitation and abuse. We have a code of conduct in place, and are committed to creating a culture of integrity in the organisation where misconduct is not tolerated, situations of abuse are quickly investigated and perpetrators are dealt with effectively.

If you are appointed to a role within the British Red Cross you will be subject to the organisation’s Code of Conduct, a copy of which you can find on our website.

The British Red Cross, incorporated by Royal Charter 1908, is a charity registered in England and Wales (220949) and Scotland (SC037738).

Follow us on Twitter @RedCrossJobsUK and on Linked in – British Red Cross, to hear about our latest job vacancies.

Connecting human kindness with human crisis

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