Job Advertisement: 

Our mission at ExperienceLab is to deliver world class customer insight and service design in both the public and private sector. We want to help organisations put people at the heart of their decision making – from improving the experiences of our client’s customers to providing findings that impact citizens in meaningful ways – our work matters and to ensure our success we’re looking for a Senior Service Designer who can help us manage and grow our service design solution capabilities in new and exciting ways.

In this role, you’ll report to our Head of Design Solutions, and work closely with the Head of Insight and Service Design Lead to help make our vision a reality.  As a Senior Service Designer, you will both lead project work and be responsible for developing fantastic service design deliverables. This means you will:

• Possess good project management practices that brings rigour, structure and predictability to your team and clients
• Use research insight from our insights team to identify and craft meaningful service solutions
• Be the expert in identifying and crafting meaningful service solutions; know when, how, where, and why to use which methods and design techniques and deliverables. Including: Service blueprints; User/customer journey maps; Scenarios and story boards; Service ecosystem mapping; Process mapping; Service role play; Visualisation and concept design
• Demonstrate an excellent understanding and experience of service design methods and outputs within the product/service design lifecycle
• Have a good understanding of how and when you need to draw on qualitative or quantitative insight in order to explore, evaluate or iterate your service design solutions
• Are comfortable drawing on other business and strategy related frameworks that supports e.g. systems thinking, digital transformation and organisational change
• Have experience implementing solutions that are desirable, viable and feasible for an organisation to deliver and are supported with change initiatives and implementation recommendations
• Be able to bring concepts to life through prototyping, wireframing and solution design

What you’ll need to do the role:

You’ll have extensive experience across a range of strategic solutions and service design projects along with a masters or bachelor’s level qualification in a related research or design field. Experience managing a team who deliver high quality work is essential.

You’ll be curious and passionate about research and thrive on finding out what makes people tick. Pragmatic in your approach, you’ll understand the commercial impact of your decisions and ideas. As a diligent and disciplined individual, you won’t mind getting stuck into ambiguous, meaty research challenges. You’ll be proactive, kind, and adaptable, with a mature, resilient, and positive mindset

Naturally a strong communicator you’ll love presenting your work, writing compelling research narratives and you’ll enjoy sharing learnings with different groups of stakeholders, from clients, to our team to senior leadership.

Great at explaining ideas and processes you’ll have the ability to pass this knowledge onto others through written guides, informal training, and mentoring. Solution driven, you’ll solve problems by identifying ideas and actions for continuous improvement.

Our recruitment process:

• Initial call with an EL Researcher (30 min)
• Capability interview including a task, and a range of competency-based questions (90 mins)
• Final interview with our MD (60 mins)

Why ExperienceLab?

Meaningful and vital work: We are part of Serco which enables us to apply our skills to make a real difference in people’s lives.  We deliver sustainable improvements through innovative user-centred design, delivering efficiencies and savings for our customers.

A world of opportunity:  In addition to our thriving private sector client base, you’ll have the opportunity to create real change across all our sectors.

Great people:  Our highly skilled team are committed to delivering great outcomes, we’re a diverse & close-knit, hailing from a range of professional backgrounds, cultures & continents

What we offer:

• Salary starting from £65,000  bonus (up to 10%), single cover healthcare, pension (matched up to 6%), life insurance; 25 days leave & bank holidays.
• A fantastic culture and supportive team with regular team building activities; volunteer leave; continuous training & development and up to 10 days CPD pa
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Thrive App, Simply Health Plans, Cycle to Work Scheme Annual Leave Purchase Scheme and more
• Access to a huge range of discounts and exclusive deals
• The chance to make a positive difference in a company passionate about diversity and inclusion