Service Designer

The Role:

Are you a passionate and creative individual looking to kickstart your career as an Apprentice Service Designer ? We are seeking a talented individual to join our Assessment and Qualifications Service Management team. In this role, you will work alongside other Service Management professionals, gaining hands-on experience in designing and delivering innovative service solutions that meet user needs and align with IT Service Management (ITSM) best practices.

You will be supported on the Service Designer Level 6 Standard which will help build your skills and knowledge and will take you up to 24 months to complete.

What will you be working on?

• Collaborate with development teams, to understand user requirements and translate them into service design solutions.
• Collaborating with user researchers & apply qualitative and quantitative user research methods and approaches.
• Lead and contribute to mapping the service experiences of users and identifying opportunities for improving Service delivery.
• Collate information from multiple sources to form a single view of Service, mapping both the current and future states of the Service Journey
• Assist in defining and communicating people’s needs, ensuring a user-centred approach throughout the design process.
• Work with stakeholders to identify ways to reduce cost of delivery and improve outcomes through redesigning user experiences and business processes.
• Support the design, building, and setting of usability tests for service processes, iterating based on feedback.
• Ensuring the scalability, availability, and performance of solutions, considering service level objectives and service level indicators.
• Contribute to defining key metrics and measurements for evaluating service impact and supporting organisations in using data to drive iterative improvements.
• Assist in analysing and directing organisational changes needed to deliver more effective services.
• Conducting solution reviews and providing guidance on technical feasibility, implementation strategies, and risks.
• Developing and maintaining architecture documentation, including system diagrams, design principles, and standards.

What we are looking for?

• Strong passion and motivation to pursue a career as a Service Designer.
• Familiarity with designing user experiences, ideally through collaboration with frontline staff, managers, and the public.
• Interest in identifying opportunities for reducing delivery costs and improving outcomes through service redesign.
• Ability to critically analyse service structures and challenge power imbalances to promote empowerment and support.
• Strong collaboration skills, with the ability to work with technologists and developers to take services live.
• Excellent analytical and problem-solving skills, with a focus on driving improvements and measurable outcomes.
• Strong communication and stakeholder management skills, with the ability to effectively engage with both technical and non-technical stakeholders.
• Interest in keeping up to date with industry trends and best practices in service management and design.
• A basic understanding of IT Service Management best practices is desirable