Lead Service Designer

About the role:

• Shaping and design cohesive and frictionless service experiences within a range of complex ecosystems of digital and non-digital service touch points.
• Drive and deliver usable, desirable, and effective solutions using human-centered design methods that  translate ambiguous destinations into actionable outcomes for our clients.
• Define the strategic approach for service design projects. This includes identifying project goals, determining the scope of work, and outlining the methods and techniques to be used, including driving outputs such as service blueprints, ecosystem maps, customer journeys, prototypes or roadmaps.
• Lead the team, guiding their work, providing feedback, and ensuring that projects are completed on time and within budget.
• Work closely with stakeholders, including clients, users, and other team members, to understand their needs and gather feedback.
• Define the approach, plan which methods to use, and deliver actionable outcomes by carrying out service design and research activities within a cross-functional team
• Lead the communication of customer experience and service design ideas and decisions to the delivery team and our clients for further exploration.
• Coach and mentor other designers, as well as guiding our clients to understand and maintain good human-centered service design practices
• Be proactive in communicating design ideas and decisions to the team and our clients for further exploration and actively grow the internal service design toolkit and capabilities of designers and consultants across the business

The skills/attributes you will bring: 

• Extensive experience as a Service Designer or in a similar strategic or UX design role, with a track record of successfully leading service design projects in complex environments
• A master of your craft, proficient in your methodology but not wedded to the processes – pivot and adapt to the unique needs of our clients and their environments to get the best outcomes.
• Strong user research skills to conduct qualitative and quantitative research, gather customer insights, and understand user behaviours, needs, and pain points throughout their journey
• Strong communication skills to influence and inform product strategy, with a user and data-focused design mentality and commitment to design excellence
• You are comfortable with navigating ambiguity and discovering structure and outcomes through it and are able to select the most appropriate service design methods, practices, and implementations to achieve the best outcome
• Driven to solve interesting and complex service problems and develop solutions to make services better
• You are passionate about understanding and helping humans and can build relationships with technical counterparts within a cross-functional team or from the wider business to deeply understand the service problem
• Able to provide our clients with strategic direction and clarity through understanding the wider business and user objectives, motivations, opportunities, or problems across multiple platforms, devices, cultures, and geographies (e.g., competitor landscape, market trends, analytics, user research, etc.)
• You can be a trusted advisor to our clients and have experience operating in an Agile/Lean Startup environment
• As a skilled communicator and influencer, you are comfortable with interacting with all levels of the business and able to facilitate effective workshops and meetings