Service Designer

The Associate Service Designer is responsible for using service design theory and techniques to help our customers explore and understand the end-to-end journey of a service. They will help to create sustainable solutions and optimal experiences for customers and service providers.

What You’ll Bring

• 1+ years of relevant experience in a service design role, preferably within an IT or digital environment and/or a Bachelor’s degree in design, business, technology or a related discipline.
• A good understanding of the fundamentals of service design and how businesses apply it to create value
• Knowledge of key service design principles and processes, for example, journey and process mapping, design thinking and user-centred design
• Knowledge of approaches, tools, and techniques for anticipating, recognising, managing, and resolving service design problems
• A non-judgemental approach to stakeholders needs and a strong ability to interact and network with them in own area of expertise and build productive relationships

Responsibilities

The Associate Service Designer is responsible for (but not limited to):

• Service Design – understanding, analysing and mapping complex journeys and processes, using design research techniques to uncover customer needs and pain points, conducting and analysing necessary research to unearth insights (both quantitative and qualitative), contributing to service design deliverables within a project such as service concepts, blueprints and other service design artefacts, and helping to shape products and programs from inception to execution, including producing service design proposals with the help of our account teams
• Collaboration – working collaboratively with team members and customers, always putting our clients at the centre of everything we do and not assuming we are always correct, being honest with them and letting it be known when we don’t have all the answers, and fostering a work environment conducive to taking calculated risks in solving problems.
• Communication – being confident presenting and defending your design decisions and using storytelling to conduct compelling presentations.
• Business Development – supporting new business development efforts by providing expert information in pitch efforts and client meetings.
• Practice Development – improving our service design team and engaging in ongoing activities that enable us to learn, practice, and evolve our discipline, proactively developing your own skills and sharing your findings and lessons with the wider business.