Service Designer

About the role

Responsibilities and day to day duties will include but will not be limited to the following –

• Working with data and qualitative insight, through collaboration with frontline staff, managers and the public, to design solutions and strategic propositions.
• Understanding and articulating clearly how services need to change from a user centred, system, and business perspective
• Mapping the service experiences of users and defining how organisations need to change what and how they deliver so it’s more effective
• Working closely with user researchers and analysts to define and communicate people’s needs
• Identifying how organisations can reduce cost of delivery and improve outcomes through re-design of user experience, business processes, and better collaboration across systems
• Designing, building, and setting usability tests for service and product prototypes, working from sketches into quick prototypes that can be iterated with feedback
• Defining key metrics and measurements for organisations to evaluate their impact, supporting them to use this data to iterate what they deliver.
• Taking research into actionable insights and communicating this in a succinct and human-centred way to stakeholders.
• Analysing and directing on how organisations need to change to deliver more effective services.
• Supporting teams and organisations to develop the cultural conditions, practices, and rituals to design user-centred services.

Essential skills

• Customer centric approach.
• Agile methodology experience.
• Experience in the end-to-end journey of a project.
• Stakeholder management skills – A record of building strong relationships through collaboration and teamwork.
• Strong communication and interpersonal skills – Ability to operate at all levels within the Society and to influence effectively.
• Evidence and context based design experience.
• Risk management experience.

Desired skills / qualifications

• Banking or Finance industry experience
• Microsoft Certified: Data Analyst Associate
• Google Data Analytics Professional Certificate