Senior Service Designer

Role Overview

We’re looking for a Senior Service Designer to help us design and deliver a premium FT Live event experience to our customers.

The last 3 years has seen our events business, FT Live, grow by an unprecedented amount: 87% between 2020 and 2022. The pandemic brought with it a hasty pivot to digital events, which proved to be very successful. In 2022 we returned to in-person, and moved towards hybrid events. We recognise that the future growth of our events business is in all 3 of these formats and we want to offer all of our event customers – attendees, speakers, sponsors – a premium experience.

This role requires working through the entire service design and delivery process to:

• Understand and visualise how we provide events right now
• Identify the ‘moments that matter’ to our customer groups
• Identify and prioritise opportunities to improve the experience we provide to our customers, and operational efficiencies for FT Live
• Reimagine and prototype a premium events experience
• Support the FT Live team to implement changes to the events service and experience

Service Design is a new discipline for FT Live, so the role will also involve:

• Educating product and stakeholder groups on the benefits of a service design approach
• Knowledge sharing with wider FT teams, including Product, Product Design and Research

We are looking for:

• 5+ years service design experience
• A confident self-starter: much of the work will be self-initiated
• Excellent communication, stakeholder management and leadership skills
• Comfortable navigating a large, complex organisation
• Experience leading, educating and supporting teams through a service design process
• Experience designing services end-to-end, and improving services that are underperforming
• Examples of using service design to drive business change: cost savings, value creation, operational efficiencies and customer benefits
• Strong experience in the typical service design toolkit: interviewing, drawing insights from quantitative data, journey mapping, service blueprinting, workshop facilitation, service prototyping