Service Designer

The role primarily involves owning Service Design responsibility for a focused, challenged based team. This team will work on complex problems to better understand them, explore innovative solutions and test their viability.

This is a permanent position that will offer a hybrid working model, combining remote and onsite work in our Waterside Offices, Citywest, Dublin. 

About the Glanbia Incubation Hub
•    The Glanbia Incubation Hub exists to dramatically simplify the process of digital innovation for Glanbia and accelerate change.
•    The team will focus initially on strategic challenges facing the business globally and be tasked with investigating these from a customer/consumer perspective.
•    This role will form part of the core team that will be supplemented and scaled up with relevant experts depending on the challenge.
•    This flexible, empowered team will weave together Enterprise Design Thinking, Service Design, Lean UX, Agile and Modern Engineering practices.
•    We will look to move quickly from the conceptual to the tangible, exploring innovative solutions, testing their viability using prototype/MVP.
•    The intention is to move through this process in approx. 90 days at which point the project can be scaled and the core Incubation Hub team would shift focus to a new challenge.

Key elements of the role
•    Responsible for understanding the full end-to-end service and how it operates. Working from a user perspective, you put them first and propose services to meet their needs.
•    Work backwards from an ideal future scenario. Ability to zoom out to see the big picture, then dive into the important details.
•    Influence and shape stakeholder objectives. Work with senior leaders to support a future vision and priorities for service transformation.
•    Conduct research across the various forms to frame problems/goals, learn ‘why’, identify bias, and oversee process with an informed point of view adhering to your findings.
•    Work with a multidisciplinary team as a hands-on design expert. Visualise, articulate, and solve complex problems and concepts, and make disciplined decisions based on available evidence.
•    Capture assumptions and prioritise changes to how something could work by defining testable hypothisise then create working prototype to test and improve solutions based on user feedback.
•    Effectively communicate service concepts and ideas using a diverse set of methods to illustrate all the components/touchpoints of the service in an engaging and inspiring way.

Skills & Experience
•    Five or more years of hands-on Service Design experience and deep understanding of best practice.
•    Preference will be given to candidates who have experience in early stage innovation teams/squads.
•    Designing and facilitate (remote) workshops for brainstorming, ideation, synthesis and mapping
•    A solid grasp of planning and conducting user research, design thinking, user testing, A/B testing, rapid prototyping, usability and accessibility concerns.
•    Expertise in Mural, Adobe CS, Sketch, InVision, Figma, Keynote, research survey tools, and other design software tools and the like is a must. Basic HTML5, CSS3, and JavaScript skills are a plus.
•    Enterprise Design Thinking qualifications would be relevant and beneficial.
•    Online design portfolio for review.

Competencies
•    A pragmatic and curious mindset, constantly seeking to Find a Better Way. Willing and able to think outside of box to both stretch ideas and your own expertise.
•    Comfortable working in a fast-paced, innovative environment where the focus is on tacking complex problems, envisioning the future and early stage ideation.
•    A positive can-do attitude. Contributes to a constructive team climate that encourages active exploration and sharing of diverse ideas and opinions.
•    Communicates effectively to both internal and internal groups of all levels. Presents succinct, well balanced information written and oral, with clear outcomes.
•    The energy, enthusiasm and drive to get stuck in and make it happen.
•    Deep interest and understanding of digital consumer behaviours/needs and emerging technologies to create an exceptional experience.