Senior Service Designer

Key Responsibilties

• Lead and facilitate Human-Centered Design (HCD) research and design processes, contributing to the development of products and services
that meet user needs and drive digital transformation initiatives.
• Collaborate cross-functionally in the co-design of end-to-end products and services, engaging in activities from initial discovery and ideation to
delivery, maintenance, and continuous improvement phases.
• Conduct advanced synthesis, analysis, prioritisation, and alignment activities with the business and customers, leveraging insights from user
research data, analytics, and business requirements to inform decision-making.
• Craft contemporary, sustainable products and services that adhere to web accessibility standards and integrate emerging technologies to
enhance overall customer experiences.
• Prioritise accessibility and inclusion in design processes, ensuring optimal experiences for all users and compliance with the latest accessibility
standards.
• Develop and maintain comprehensive documentation, including service blueprints, user journeys, and hybrid maps, to effectively articulate the
service environment and proposed designs.
• Serve as a communication bridge between design team members, development teams, and other departments to facilitate seamless
collaboration and alignment.
• Participate in initiatives aimed at enhancing service design and process alignment within the organisation.
• Organise and lead workshops and interviews involving diverse internal and external stakeholders to gather insights and foster collaboration.
• Translate identified business requirements into clear problem statements and tangible outcomes for design projects.
• Drive design projects from concept to delivery, evaluating them through desirability, feasibility, and viability to ensure alignment with customer
needs and business goals.
• Design and implement strategies to enhance customer experience at key service points, integrating them into existing procedures and systems
for seamless customer interactions.
• Develop tools to effectively communicate insights to stakeholders of varying seniority levels, facilitating evidence-based decision-making for
workflow and technology changes.
• Provide advice and guidance to the business on developing in-house human-centered design capabilities and executing design projects
effectively.
COMPETENCY PR