Senior Service Designer

What you’ll be doing

As the Lead Service Designer/ Journey Design Architect you will be responsible to …

create and design human-centred, service-oriented journeys that have a positive impact on people, business, society, and the planet,

design memorable experiences for employees, customers and communities, and

facilitate human centred change across industries.

Responsibilities

Research:

• Conduct customer, stakeholder, expert (B2C & B2B) research, including interviews so that the right insights are gathered.
• Document research and stakeholder insights into a usable, professional format.
• Collate concepts, ideas and insights as part of sense-making and synthesis activities.
• Service and Journey Design
• Support the creation of ideas, strategies and take the lead in developing concepts, journeys, blueprints, strategies & roadmaps.
• Plan and facilitate co-creation workshops with stakeholders to identify and explore most impactful, implementable solutions.
• Develop and manage the development and testing of prototypes.
• Create high-quality presentations to present solutions to clients.

Facilitation:

• Design workshop agendas to achieve client outcomes.
• Use the Brandlove Methodology of Journey design and co-creation.
• Engage in continuous improvement of the BrandLove methodology and facilitation techniques.
• Model to clients the ways in which we want them to ignite the best in their teams.
• Be comfortable with change in agenda, client requirements. Be flexible in adapting to client requirements.
• Be professional in facilitating client outcomes so they achieve what they need.
• Be conscious of the client’s investment in giving us their time to ignite the best thinking. Be respectful with their time while facilitating.
• Use your superpowers of connecting the dots for clients in solving what they find hard to solve.

Documentation:

• Own the documents that we deliver to clients and create moments of pride for yourself in what you deliver.
• Product artefact to the Brandlove style and standard of excellence.
• Produce documents that are a testimony to the transformation we desire for the client.
• Manage the creation of beautiful artefacts that people just “get” by looking at the visuals.
• Manage the end-to-end process of briefing the design, quality-assuring the design, printing proofs and delivering a final printed and digital product to the client.

Project Management:

• Scope, plan and manage the day to day running of projects so that key milestones are reached on time and outcomes achieved.
• Manage projects in a professional, client-centric and mutually beneficial manner so that both the client and BrandLove derive financial benefit from the engagement.
• Engage internal and external resources to deliver the BrandLove artefacts according to our essence of being superior in quality and usability.
• Document project process, learnings and recommendations so that we can continually learn and improve.

Internal Collaboration:

• Share your ideas and input in creating proposals and approaches for new business opportunities.
• Promote the brand through networking and social media.
• Participate in internal improvement initiatives, contributing ideas and owning procedures to improve how we work.
• Develop skills and knowledge relevant to our clients and our business, actively driving self-development and knowledge sharing
• Understand and utilise BrandLove methods, tools, approaches, policies and procedures for client work and internal matters.

Skills, Competencies & Attributes

Confident

Excellent listening skills

Fantastic communicator

Great at documenting details

Ideas generator and great at connecting the dots

Committed to personal development and ups-killing

Superb facilitation skills

Self-awareness and emotional intelligence

Exceptional interpersonal skills and working in a team

Solid project management skills

Conflict Management

Persuasiveness

Client Relationship Management

Change management

Innovative

Financial management

Planning and time management

Team player who connects people

Experience and Qualifications

• 3 to 6 years of experience in, and passion for service design and human-centred design
• Background in Strategic Product or Interaction Design
• Background in management consulting
• Portfolio of proven and presentable innovations
• Recognised courses in Sociology, Psychology, Industrial Psychology, Organisational Design or other relevant courses.
• Multi-disciplinary experience across industries
• Experience in developing and implementing customer experience transformation initiatives
• Experience in service design practices
• Experience in change management in large organisations
• Well versed in Design Thinking