Service Designer

We are looking to hire a Service Designer as we elevate things to the next level, ensuring UCD is at the forefront of all our exciting projects. It will be your job to embed Service Design principles and methodologies within the D&E business and your work will play a big part in taking the future strategy and bringing it to life. QS has great existing products and services, and this role will involve connecting these omni-channel experiences. You will work closely with our existing Strategy, Product and UX team to build out our customer journey, design customer interactions and help colleagues across QS to understand the commercial business benefits of a service design approach.

Key responsibilities include:

• Champion the voice of the customer across digital products and services
• Execute a service vision, aligned to business strategy aimed at achieving business OKRs.
• Collaborating with the product and design team to entwine digital into the holistic service experiences
• Working closely with senior stakeholders to ensure alignment across products and services
• Communicating your ideas through service blueprinting, journey mapping, MVP prototypes and other methodologies
• Design multi-service journeys, providing a seamless experience to users
• Selecting appropriate Service Design tools & methods for the various stages of student and client journeys
• Facilitating workshops and interviews with key internal and external stakeholders, with a focus on user needs and problem framing.
• Synthesizing both primary and secondary research data, uncovering key insights of our primary personas helping in uncovering gaps and opportunities for our user and employee facing activities
• Supporting both low and high-fidelity prototyping methods, conducting user testing, and evaluating with stakeholders
• Play a key role in implementing projects, ensuring that the service vision is properly implemented
• Engage in team stand-ups and seek collaboration across the group
• Engage with stakeholders across QS to understand their needs and evaluate how we are delivering against them
• Ask smart questions, take risks and champion new ideas
• Relevant Service Design Portfolio

The ideal candidate will be:

• 3 or more years of extensive applied knowledge of professional experience in service design handled for a company, consultancy or an agency
• Degree in Design, Human Computer Interaction (HCI), or a related field of study
• Proven experience of designing and launching services to the real world
• Deep expertise in human-centered design and/or Systems Design with multiple touch points (both visible and invisible)
• Ability to work in cross-functional teams and apply Design Thinking methodology to develop experiences in creative ways
• Design and implementation experiences across human and digital channels
• Experienced in facilitating end-to-end collaborative design sessions, including with senior audiences
• Strong relationship management and influencing skills, strong interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels
• Ability to work with senior stakeholders to agree strategic direction and ensure support in executing
• Ability to collaborate and a strong passion and desire to work with other designers, marketeers, product managers and engineering teams
• Strong organizational skills, including the ability to prioritize tasks and meet deadlines
• Desire to continually improve work through giving and receiving feedback
• Agile methodology experience is essential
• A solid grasp of user-centered design (UCD), planning and conducting user research, user testing, rapid prototyping, heuristic analysis, usability and accessibility concerns
• Open to receiving feedback and constructive criticism