Service Designer

As a Service Designer, you are responsible for leading the creative studio with a bold and collaborative vision to create customer centric experiences. You will contribute to the team by delivering services that will positively impact people and bring value to the client’s business.

You consult with and advise clients to help frame their challenges, gather relevant data and insights and apply broad thinking and establish orientation towards quality of experience (both strategically and operationally). You analyse available information to to evolve the service design practice, pulling in state of the art methods from external and internal expertise and frame design solutions and explain thinking and rationale in a compelling way.

By managing design ideas, you make them tangible for the all teams as well as the client through visual storytelling and service design techniques. Your role involves driving a user-centred design process that spans all phases of development, from framing a service opportunity to coordinating service delivery implementation.

You work closely with the strategy, creative and client service teams to uncover user needs through research, develop deep insights, generate concepts and craft how people will interact with the products and services we design. Your duties include understanding user and business needs, identifying design opportunities, and creating meaningful service experiences. You also collaborate with client service teams to manage relationships with partners and clients with respect to these activities.

Main Responsibilities

You work closely with many other team members including consultants, strategy and client service departments to deliver on the following responsibilities:

• Determine and apply appropriate design synthesis methods
• Map the existing or intended client experience using relevant client experience artefacts
• Produce supporting client experience artefacts such as experience maps, persona’s, client journey maps, etc.
• Contribute to the design decisions during product development based on client centric perspectives
• Lead the communication of research findings, conceptual ideas, service strategy, service delivery, and implementation
• Establish and manage client relationships
• Lead, plan, design, facilitate, and synthesise workshops
• Lead design points of view, proposal creation, and relationship management across one to two key clients
• Develop pitch decks and project approaches that lead to exciting, inspiring, and well-shaped work for our design team
• Present proactive ideas to potential clients
• Manage at least one account and oversee quality and output of all projects for that account
• Establish and lead client and account relationships for successful account growth
• Provide direction and feedback to the team on their work to ensure achievement of client objectives and product excellence
• Provide individual and team-level coaching and feedback, maintain motivation and morale
• Assess performance and provide career guidance and decisions for members of the design teams
• Proficient in software used for virtual workshop delivery and documentation of artefacts such as (but not limited to) Microsoft Visio, Smaply, UXPressia, Miro, Sketch

Qualifications

A minimum of a bachelor’s degree in research, strategy, art direction or another related field.

Skills

• Ethnographic research including interviews, observation, synthesis of insights and research reports
• Insight generation
• Workshop design and facilitation
• Personas and behavioural mindset definition
• Service visions and north star
• Ecosystem maps and business organisational design
• Experience strategy
• As is process mapping
• System and process flows
• Customer journeys and blueprints
• User testing
• Analytical, Communication, Negotiation, Detailed-oriented, Time management and Problem-solving are key to this role

Experience

CX design and or CX-related consulting is advisable – customer service management, customer/ product value proposition management, process engineering and/ or business analysis experience advantageous.

• Mid – Senior: 5-7 years of relevant industry experience
• Junior: 3-5 years of relevant industry experience