Lead Service Designer

The Digital Hub was created to catalyse digital transformation across the business and deliver Arup’s aim of being the digital and sustainability leaders in the built environment. We support the business by developing innovative and scalable digital products, creating repeatable, secure and scalable data capabilities and advising on digital transformation and the use of new tools, approaches and methodologies.

We are looking to expand our skills in user centred design to complement the existing hub’s strengths in change and programme management, strategy, product innovation, data engineering, cloud engineering and data science. Initially you will be working on a refresh of our firm’s global data strategy and will go on to support a range of initiatives, including: Arup’s data platform, the development of new product and service offerings, workshops with business leaders to support their digital transformation plans, and scaling the UX community in Arup.

This is a unique opportunity to drive a new way of working across the firm. The role will involve taking a user centred approach to designing services, as well as strategies, transformation programmes, organisational structures and practices. We are looking for someone who is driven and self-motivated and can identify opportunities to challenge the way we work whilst leading with humility as we support colleagues through this change. This would suit someone who enjoys taking a strategic and coaching role and is happy to be hands on in the delivery of projects.

Your responsibilities will include:

You will support teams to identify and frame complex problems and create inspiring visions, strategies and roadmaps for service and organisational change. You will identify the most appropriate service design techniques, and plan and run a range of workshop formats with stakeholders, decision-makers and end-users. You will use quantitative and qualitative data to map and design user-centred services, strategies and interventions. You will produce key artefacts, including user journeys, service blueprints, system maps, in order to provide clarity to the team and key decision-makers, working with other disciplines in the team to support the design, build and test of prototypes and iterating based on feedback.

A successful candidate will have the following skills and experiences:

• A portfolio that demonstrates experience in service design and the benefits to organisations and people
• Comfortable with ambiguity and is creative in supporting others navigate their way through complexity and find clarity
• Comfortable facilitating hard conversations whilst always being inclusive, respectful and open minded in their engagement with others
• Experience of agile methodologies
• Experience of creating user journeys, service blueprints and maps
• Expertise in using Sketch, Figma, Invision or other similar design and prototyping tools