Service and Strategic Designer

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, supporting and working with a large team of designers to help, facilitate collaborative design session, build journeys and service blueprints, create prototypes for rapid testing and support the delivery of our service experience. You have a deep desire to do better for our customers and people and are a keen learner, always wanting to know more.

Key Responsibilities

• Collaboratively and effectively promote ways of working with other cross practice designers (UX/UI) to ensure all design activities are linked and information is shared
• Collaborate with business, experts and customers to identify evidence-based opportunities that improve customer experience and deliver business value
• Analyse current state customer experience within existing products and services, identifying causes and envision future state experience
• Co-create and inform fit-for-purpose solutions that meet customer desirability and align to business viability and feasibility
• Communicate and visualise design ideas using appropriate techniques including product concepts, service models, customer journeys, product designs, system maps and/or infographics
• Communicate and present research and design insights to stakeholders
• Create and iterate on tools and resources for the Service and Strategic Design team

Skills & Experience

• Demonstrated ability to work collaboratively and openly
• Highly organised and excellent time management skills
• Ability to think strategically, work in the detail and work effectively through ambiguity
• Ability to work autonomously and use initiative to drive success
• Experience with stakeholder management
• Experience identifying, framing and respectfully and constructively challenging customer problems
• Able to visualise and create design artefacts to simplify complex information into easily understood concepts, ideas and solutions (personas, journey maps, scenarios, infographics)
• Experience participating in design methodologies and practices such as:
  • User research techniques
  • Customer focussed validation
  • Behavioural design
  • Systems thinking
  • Synthesis
  • Prototyping
  • Workshop facilitation
  • Empathy
  • Storytelling
  • Future visioning
• Minimum of 1 years of experience in the HCD industry
• Bachelor’s degree in design, business, psychology, strategy, marketing or another relevant field