Service Designer

Service designers design the end-to-end journey of a service. This helps a user complete their goal and customer to deliver their policy intent. In this role, your work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of the customer’s internal infrastructure.

You will build relationships with stakeholders to understand their goals and work with them to ensure that digital services meet the needs of the users and standards complaint.

Collaboration with other disciplines such as content designers, user researchers, interaction designers, developers, and analysts is key to delivering the best service.

Qualifications

• Agile working. You have experience of working in agile, including an awareness of agile tools and how to use them. You can advise colleagues on how and why agile methods are used and be able to provide a clear, open and transparent framework in which teams can deliver. You can adapt and reflect and be resilient. You have the ability to see outside of the process.
• Community collaboration. You know how to work collaboratively within a group, actively networking with others and varying feedback for the appropriate time to ensure the discussion sticks. You can use your initiative to identify problems or issues in the team dynamic and rectify them. You can pull out issues through agile health-checks with the team to provoke the right responses.
• Digital perspective. You are responsive to changes in technology, adapting your approach accordingly. You can make decisions to meet user needs in the customer’s context. You understand the importance of assisted digital and can design services and make decisions to meet users needs.
• Experience of working within constraints. You can identify constraints and can communicate about these and work within them. You know how to challenge the validity of constraints. You can ensure standards are being met.
• Facilitating decisions and risks. You can generate multiple solutions to a problem and test them.
• Prototyping. You approach prototyping as a team activity, actively soliciting prototypes and testing with others. You can establish design patterns and iterate them. You can use a variety of methods of prototyping and choose the most appropriate ones.
• Strategic thinking. You can define strategies and policies, providing guidance to others on working in the strategic context. You know how to evaluate current strategies to ensure business requirements are being met and exceeded where possible.
• User focus. You know how to collaborate with user researchers and can represent users internally. You understand the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to be used.