Service Design Lead

We are seeking an ambitious Service Design Lead to join our outstanding team to reimagine services and product-service systems for some of the world’s most exciting consumer, professional and healthcare brands. If you are passionate about the role that service and UX design can play to rethink end-to-end experiences, disrupt industries, and shape the future, we would love to hear from you. Imagine working side-by-side with some of the most talented people you will ever meet to uncover deep insights, frame opportunities, create ground-breaking concepts, make prototypes, roadmap the future, and sweat the detail as we collectively bring visions to life.

You will

• Lead multi-disciplinary teams in service design projects. Guide the direction and push the quality of the work. Manage and maintain team motivation and morale. Manage client and partner relationships. Facilitate co-creation sessions/workshops.
• Work with your teams to uncover deep insights and frame viable opportunities through human-centred research and sensemaking.
• Work with your teams to craft innovative multi-touchpoint service concepts, supported by relevant business and operating models (delivery systems).
• Work with your teams to make North Stars, strategies, hypotheses, big ideas, and service concepts tangible and testable through mental models, storytelling, rapid prototyping, experimentation, and roadmapping.
• Work with studio leadership to uncover opportunities to tackle complex challenges for new and existing clients with the power of design thinking and service design.
• Work with studio leadership to elevate and strengthen service design as a discipline and a practice.
• Work with studio leadership to improve and expand the toolkit (methods, tools, processes) for design thinking, service design, and UX design.
• Work with studio leadership to build awareness and interest in service design in the broader design community.

You’re interested in

• Exploring new ways to turn physical and digital products into multi-touchpoint services and experiences
• Exploring new ways to wrap innovative services around the core product (whether it is physical or digital)
• Exploring new ways to build prototypes and run experiments in service design
• Exploring the impact of data and emerging technologies on services, product-service systems, and end-to-end experiences

Qualifications

• Bachelor’s or Master’s degree in service design, UX design, industrial design, or equivalent
• 6+ years of relevant work experience
• 3+ years of experience leading, guiding, and coaching multi-disciplinary or cross-functional teams through a human-centred design/innovation process
• Excellent leadership skills, collaboration skills, communication skills, client management skills, conflict resolution skills, and judgment
• Strong portfolio of reimagined/revamped services, product-service systems, and/or digital products, ideally across multiple industries / service sectors,
• Firm understanding of service and UX design in terms of mindsets, approaches, ways of working, methods, and tools