Service Designer

Service Designers often have diverse backgrounds, but what unites them is the ability to be empathetic, strategic and collaborative; to communicate visually and engage through storytelling; and to facilitate, coach and build capability in others. We deeply value diversity and are an equal opportunity employer, providing flexible-working, as well as equipping colleagues with skills and opportunities. We may not always be able to accommodate every working pattern, but will consider any request.

We’re keen to hire someone with the right values and behaviours, as well as a talent in delivering great customer outcomes. Here are some of the behaviours we’d love to see:

• Highly-motivated, proactive and driven to achieve individual and collective goals; you cultivate an environment that encourages innovation and continuous improvement.

• Empathetic and engaging; you enjoy building relationships and finding opportunities to bring people together.

• You’re credible in front of senior audiences, providing healthy challenge where appropriate.

• You’re calm and resilient under pressure, proactively identifying new/potential risks and responsive to emerging priorities.

• Innovative approach to problem solving, bringing others on the journey with you and encouraging their input.

• Exceptional communication skills and prowess in effectively communicating ideas, issues and implications to senior, technical and non-technical audiences.

Specific responsibilities of the role include:

• Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes and define scope.

• Shaping and delivering programmes of research to ensure we are led by colleague, customer and market insight when creating or enhancing our propositions and services.

• Facilitating workshops and discussions with various stakeholders, ensuring that the business context, needs and risks are well understood and that key decisions are well-informed.

• Researching and documenting current state services and experiences, and prototyping future state services.

• Leading others to make good design decisions, bringing the user perspective to the forefront and challenging the validity of constraints.

• Taking responsibility for both personal development and the development of others, helping them to succeed through coaching and mentoring.

Experience in a range of research and design methods, including at least some of the following, is essential:

• Contextual enquiry

• Interviews

• Affinity diagrams

• Diary studies

• Questionnaire design

• Customer journey mapping

• Service blueprinting

• Creative workshop facilitation

• Storyboarding

• Crazy 8’s

• Service safari

• Personas

• Co-creation

• Paper prototyping

• Purpose-Measures-Method