Service Designer

Service Designers are responsible for the design of systems made of people, digital, and physical touchpoints. They orchestrate value exchanges among them in ways that make the system sustainable for both the users and providers.

As a Service Designer, you are expected to plan, prioritise, and deliver service design activities autonomously, in the context of interdisciplinary projects. You will lead client conversations within your domain, providing articulate recommendations and helping guide client choices.

Your fellow frogs will rely on you to:

• Drive the design of systemic interventions in complex, multi-partner ecosystems
• Champion visual frameworks – like journey maps, service blueprints, ecosystem maps – that help bring clarity to complex challenges in human behaviours, relationships, workflow and processes, and drive decision making
• Drive contribution and alignment from multiple stakeholders, whether clients, third-party or larger ecosystem player
• Utilise experience prototyping techniques like desktop walkthrough and role playing that help test and validate service components and to convey value propositions
• Advocate service providers as much as service users

On a typical project you will:

• Map existing service ecosystems and service delivery processes
• Plan, conduct, and synthesise research with existing/potential service users and existing/potential service providers (front and back-end)
• Identify frameworks best suited to project needs and emerging insights along the service delivery, for front and back-office processes (e.g., customer journeys, service blueprints, ecosystem maps) that include metrics to help monitor service performance through time
• Orchestrate and lead co-creation workshops with clients, partners, and customers to drive the analysis of current services and the design of improved/new services
• Frame and consolidate service value propositions for service users and service providers
• Orchestrate service test sessions using prototyping tools and techniques (digital/physical mock-ups of touchpoints, service scripts, pilot protocols etc.) with users and providers to validate service components and define detailed service requirements
• Support client organisations in the implementation of new services, co-organising employee trainings using service playbooks and simulations of detailed service processes

On a typical project you will:

• Map existing service ecosystems and service delivery processes
• Plan, conduct, and synthesise research with existing/potential service users and existing/potential service providers (front and back-end)
• Identify frameworks best suited to project needs and emerging insights along the service delivery, for front and back-office processes (e.g., customer journeys, service blueprints, ecosystem maps) that include metrics to help monitor service performance through time
• Orchestrate and lead co-creation workshops with clients, partners, and customers to drive the analysis of current services and the design of improved/new services
• Frame and consolidate service value propositions for service users and service providers
• Orchestrate service test sessions using prototyping tools and techniques (digital/physical mock-ups of touchpoints, service scripts, pilot protocols etc.) with users and providers to validate service components and define detailed service requirements
• Support client organisations in the implementation of new services, co-organising employee trainings using service playbooks and simulations of detailed service processes

We want you to have:

• 3+ years of professional service design experience (although you might have had a different title like “design strategist”, “design researcher” or “business designer”
• Experience with service design tools and methods
• Experience designing and delivering qualitative and quantitative research
• Excellent presentation and communication skills, both written and verbal
• Creative and strategic thinking capability
• Experience in working with creative people and environments
• Experience with high-level customer engagement
• Someone who is a “Doer & Creator”