Senior Service Designer

About the role:

You’ll be joining a growing service design team in the Bank, which includes Service Design, User Research, User Experience and Content Design. We have been around for a year and have already made our mark. We have full support from the top and a lot of autonomy.

As a Senior Service Designer you can expect to work across multiple work-streams, connecting insights with solutions during discovery, definition and delivery phases across touchpoints and channels. This is not a digital role and you are not expected to be a digital specialist.

You will be responsible for understanding end-to-end journeys and shape and refine services for internal and external users. You will work closely with user researchers or conduct your own research to understand how users currently experience our services and what it would take to improve these.

Day-to-day, you may work with a diverse set of stakeholders such as data specialists and policymakers to understand and improve existing experiences and coming up with new ones.

This is an opportunity to support the Service Design Manager in shaping the design practice, sharpening our tools and crafting our ways of working.

The transformation program is a friendly multi-disciplinary team of UCD practitioners and subject matter experts from the Bank and industry.

About you:

• Curious, inquisitive and open-minded
• Creative problem solver
• A team player
• User-centred
• Passionate about your practice
• Iterative approach to shaping and refining solutions
• Open to diverse perspectives
• Comfortable with complexity
• Comfortable with ambiguity
• Natural proclivity to shift between macro and micro lenses
• Natural drive for self-improvement

Minimum (Essential) Criteria:

• Minimum 4 years industry experience specifically as a Service Designer, across a number of working environments
• An engaging portfolio that represents your work
• Solid capability across the whole Service Design lifecycle, you are strong in both discovery and delivery
• Experience with a range of tools and methods, knowing when to use which
• Strong capability in, journey mapping, blueprinting and service prototyping
• Workshop design and facilitation
• Coherent and effective storytelling
• Confident in leading and conducting generative, formative and summative user research

Desirable: 

•  A degree in Service Design or other relevant area of study
• Systems thinking experience
• Evangelising User Centred Design
• Experience working in a highly regulated industry
• Experience working with complex data services