Lead Service Designer

As a Lead, Service Designer you are responsible for leading a small team of Service Designers and leading the design of customer-informed solutions that differentiate IAG’s products, services or experiences. Using human-centred and evidence-based design to consistently apply, use and improve the service design methodologies and tools within the Design Centre and on key projects.

To be successful in this role, you’ll have demonstrated and proven experience in a Customer Experience, Strategic Design or Service Design role. You’ll be able to bring this experience to IAG, working effectively with a large team of amazing team of designers and stakeholders to facilitate collaborative design session, build journeys and service blueprints, create prototypes for rapid testing and experimentation and support the delivery of our direct insurance service experience.

As a lead in the Design Centre you’ll be instrumental in shaping the design team, contributing towards business development, tools and templates uplift and people management. You’ll be a natural leader who strives to do better for the team and the organisation.

Key Responsibilities 

• Deliver operational plans that improve customer experience.
• Ensure achievement of objectives for a defined program of work.
• Provide direction and achievement of results through others influencing Design Practice/CX decisions
• Identify and act on risks generated through poor decision-making within a defined program of work.
• Full line management of a team of designers (specialists) and senior specialists (senior designers).
• Leads team in the implementation of design plans and improvement initiatives
• Identify innovative approaches, ideas and changes to practice as well as recommending improvements to design systems that impact outcomes within defined program of work.
• In depth and thorough knowledge of service and strategic design.
• Highly skilled in integrating insights and outputs from a broad range of operational areas applying design framework in order to make decisions, implement plan sand deliver customer impact.
• Have expert knowledge in evidence-based practice and experimentation.

Skills & Experience   

• Highly organised and excellent time management skills
• Plan align prioritise and manage ambiguity.
• Leadership, coaching and mentoring skills –a demonstrated track record on developing design practices and growing workstream team capability.
• Create, contribute to, and apply design frameworks and systems to simplify complex information into easily understood concepts, ideas and solutions
• Demonstrated data literacy to define and create solutions including but not limited to journey maps, root cause analysis NPS, segmentation and market information.
• Extensive experience incorporating and linking the viability (business value) and feasibility (technical capability) to the customer desirability
• Ability to size customer opportunities and create value and business cases.
• Show expertise in the application of design tools and methods and including product service models, customer journeys, design systems, visual tools and frameworks.
• Mastery in several of the below methodologies and practices:
  • User research techniques
  • Customer focussed validation
  • Behavioural design
  • Systems thinking
  • Synthesis
  • Prototyping
  • Workshop facilitation
  • Empathy
  • Storytelling
  • Future visioning