Lead Service Designer

We’re looking for a lead role; someone who can engage with clients, manage teams, and drive work to an outcome. Our leads are comfortable taking on a broad range of projects. We’re interested in people who can draw on different disciplines and experiences to create the best client outcome.

About You

You can go both broad and deep. You synthesise quickly; you’re wedded to the clarity, not the process. You love speaking to clients, understanding their pain points and needs before devising solutions that truly make an impact . You’ll be excited at the chance to create opportunities in new fields, do it your own way, and bring together your own teams.

Key Experience

• Comfortable as a Manager, happy leading project teams and overseeing professional and personal development of your team members.
• Solid understanding and experience managing key external stakeholders on a daily basis.
• Strategically minded and experienced in service design.

Role Responsibilities & Requirements

• Own delivery of service design projects.
• Able to define a work plan and approach for your project.
• Envision and craft service based on deep understanding of customer needs.
• Have the ability to take a lead role within the business, building strong relationships whilst supporting & challenging client stakeholders.
• Lead and develop ethnographic research and contextual design investigations to understand customer behaviours, pain points, needs and aspirations.
• Ability to initiate future-visioning investigations through deep trend analysis and scenario planning, allowing for the design of new experience models and capability sets.
• Deep understanding of how to bring research to life through personas, customer journeys, insight-opportunity frameworks, system maps, stories and scenarios.
• Understand existing design methodologies and selective about which to use in a particular scenario.
• Develop new approaches and frameworks to solve problems.

Key Values

• Collaborative, and able to draw on expertise of strategy, design, product and delivery colleagues to shape the best outcome for clients.
• Clarity in presentation and communication.
• Comfortable working in a rapidly changing environment.
• Obsessed with value creation and delivering actionable results.

Benefits

• Flexible working
• Friendly, open office in Shoreditch
• Discretionary bonus
• New mac laptop
• Collaborative work environment
• Chance to make your mark and own new ventures, products and services