Senior Service Designer

Your Role and Responsibilities
We have an exciting opportunity for an experienced Senior Service Designer to join a dynamic product team. As part of a multi-disciplinary team, you’ll tackle complex, business challenges alongside other builders and thinkers from different backgrounds in AI, IoT and robotics, quantum and blockchain.

You will be an organized go-getter with solid experience developing key insights about diverse audiences and able to do segmentation by needs. As part of a multi-disciplinary team, you will undertake research with a range of end users to better understand their needs, and their relationship with the various factors that influence their environment. You are a quick learner, enthusiastic, detail-oriented, and collaborative—ready to roll up your sleeves and join a team that’s helping to bring human-centered design to the world’s most vital industries.

What will I be doing day to day?

• Join a high performing product squad and be responsible for the User across all stages of product development, ultimately ensuring there is ‘no bias’ in the User research and product design.
• Conduct research across the various forms including review of reports, previous experiments undertaken by various experts in the sector—to come to a point of view around what we know, where there may be bias, and where we still have questions
• Structure appropriate forms of User research based on the degree of unknowns and lead the product squad through fieldwork, analysis of findings and insight development
• Provide research results to product team
• At times, provide deliverables, reports, presentations, and/or videos to document and bring to life insights in an engaging and inspiring way
• Oversee the product design process to ensure the squad adheres to the research findings and help remove ‘bias’ in design o Work with cross-capability teams of UI and Service Designers, Product Engineers, Business Leads, and SMEs to create and manage a product’s lifecycle
• Lead and mentor a team of designers (Researchers, UX/UI, Service Designers, Organisational Designers, Front-end Devs) working across multiple initiatives, providing training and mentorship as you lead the IBM Design Chapter in Perth.
• Help grow the community and practice of design at IBM Perth and play a key role in recruiting designers
• Participate in global Chapter meetings and share relevant material with designers in Australia and New Zealand

What skills and experience do I need to apply?

• 15+ years’ experience – ideally in a start-up environment or other comparable exposure
• 10+ years working in Service Design or organisational design departments
• Method experience: Design Thinking, Lean Start-up, Lean UX, Design Sprints and Agile.
• Sprint based research experience, Usability research
• Qual/Quant/Behaviourial research experience with a proven ability to scope research, lead fieldwork, conduct interviews, perform desktop research, lead synthesis and communicate findings to stakeholders
• Experience recruiting and interviewing research participants within an organisation and its external customers o Ability to synthesize research findings to uncover and articulate insights that will inform and inspire design
• Ability to shape and lead strategic, systems thinking based upon insights gathered through research.
• Ability to link business value with customer experience demonstrating the value of design in the enterprise
• Ability to influence and build relationships with senior executives
• Experience with Stakeholder management and conflict resolution
• Experience with providing documentation and commercials during scoping activities
• Exceptional communication and storytelling skills; fluency and confidence in inspiring teammates and partners with user-driven rationale
• Ability to communicate information visually
• Ability to work flexibly and efficiently, exercising a balance between research rigor and speed; we are looking for people who can maintain no bias throughout, but who also experiment in their approach and methodology.
• Experience using technology and digital methods to uncover needs (e.g.: experience conducting online ethnography, implementing remote user studies, moderating/monitoring online communities, collaborating with developers to build web or digital prototypes to gather feedback, etc.).
• Experience working in a Product Squad, Start-up or cross-functional team.
• Executional skills in Mural, Adobe Creative Suite, Sketch, InVision, Keynote, research survey tools, and other design software tools.