Lead Service Designer

We are on a mission to build better solutions, centred around our users. We have a great suite of feature-rich products but don’t have all the answers. We are looking for someone to drive our User-Centered Design principles across our team to help deliver meaningful improvements for all our users. We want to increase engagement levels by gaining better understanding our customer’s pain points and key drivers, testing ideas with them and ultimately building better solutions that fulfil their needs.

What you’ll do:

• Define and implement a UCD methodology throughout the business, creating a consistent, continuous and robust user-centred product discovery process.
• Use quantitative and qualitative user research methodologies to frame problems and highlight opportunities to improve user engagement
• Work with stakeholders and SMEs to uncover opportunities, set requirements, prototype and test solutions using lean methodologies.
• Develop front-stage (UX) and back-stage considerations encompassing technology, operations and product strategy.
• Map out and create a service blueprint for the business.
• Educate the wider team on user-centred frameworks and techniques to guide the team on how products and services are created including Value Proposition Design and Business Model Canvases, Lean Canvases and Jobs-To-Be-Done
• Mentor other team members, providing design leadership and best practices
• Be able to clearly articulate to the business the benefits of UCD

Who you are:

• You’ll be data-driven, able to draw insights from qualitative and quantitative research on our customers to extract insights and highlight opportunities for the business
• You care deeply about the quality of customer experience but you’re not married to an outcome or a process
• You are flexible. We’re a fast-growing company, things can change rapidly and it should be challenging and fun
• You have strong experience with user experience design tools and methods such as creating screen flows, wireframes and prototypes
• You’re passionate about solving complex problems and enjoys creating order out of chaos

It’s a bonus if you have:

• Experience in creating and maintaining Design Systems
• Visual Design skills