Service Designer

THE ROLE

Working with our Director of Customer Success, you will be part of a team working with multiple clients across the public and private sector to define, develop and deliver simple outcomes for highly complex services and scenarios. You will use your skills in HCD, to support and enable clients to deliver better service and process experiences for customers, transforming abstract ideas and information into highly practical and simple concepts.

You will lead research, synthesis, design and delivery based on the right problem. You will be a crusader for the delivery of process, policy and capability, enabling leadership, business and IT teams to work together to deliver great outcomes.

Specifically, you will:

• Lead the review and/or creation of new services using HCD processes and practices that bring together the user need, business goals and technical feasibility.
• Lead the development of service design concepts, including the understanding, development and delivery of customer need, hypothesises, problem statements, journey maps, service blueprints and future state roadmaps.
• Drive understanding via qualitative and quantitative user research and insight analysis including observational studies, customer interviews, usability testing.
• Analyse existing business processes, channels and assets to identify inefficiencies and/or non-compliance and develop and implement solutions that will improve business performance based on user needs, available technology and value for money.
• Create wireframes and prototypes to support the visualisation of concepts and testing opportunities to ensure the best outcomes with products like Figma and the Adobe Suite or similar.
• Communicate openly and be able to support a range of stakeholders via informative and collaborative processes and practices, to ensure they are kept informed, are a part of the process and where required can make evidence-based decisions.
• Work with business and development teams and provide clear specifications to develop the product.
• Oversee the planning and delivery of processes which includes managing the definition, estimation and creation of outputs across multiple resources.
• You will ideally have skills in Figma, the Adobe Suite, Mural, Miro and MS office suite, or similar.

QUALIFICATIONS

• 3+ years of experience working on Experience Design with medium to large-sized teams as part of either large public or private enterprise.
• Formal qualifications in design, human factors or demonstrated work experience as an Experience designer.
• Experience with HCD, Prototyping, Customer Validation, Information Design, Visual Design, and Agile methodologies.
• Experience in delivering services and products that support accessibility and inclusion practices in both a digital and non-digital.