Senior Service Designer

Responsibilities and experience

· Understand the need for both Business and Product teams to shift to a user-centred model

· Plan and execute system mapping, customer journeys, scenarios and service specifications of users and define how and what organizations need to so that they deliver services more effectively

· Work closely with user researchers to define and communicate people’s needs

· Work closely with researchers, visual and user experience designers contributing to the improvement of the design quality and final user experience

· Collaborate with product owners and leaders to drive product strategy and the development roadmap

· Identify how organisations can reduce cost of delivery and improve outcomes through re-design of the user experience, business processes, and collaboration across systems

· Set future visions for products & services that inspire and meet the needs of customers

· Design, build, and set up usability tests for service and product prototypes, working from sketches into quick prototypes that can be iterated with feedback

· Be critical during the design process of the balance of power in service structures; champion how people can be empowered and supported to thrive in their environment

· Design with technologists and developers to take a service live

· Form and propose early hypotheses as a starting point to collaborative iteration

· Use impactful storytelling and visualisation techniques–backed by data–to explain, evangelise and persuade (in writing and presentations) senior audiences

Measuring and evaluation

· Define key metrics and measurements for organisations to evaluate their impact, supporting them to use this data to iterate what they deliver

· Evaluate the cost of a service delivery

Designing organisations and propositions

· Co-design with our clients and communities to design new service models and value propositions, defining how organisations can re-organise themselves to deliver products and/or services

· Take research into actionable insights and communicate this in a succinct and human-centred way to stakeholders

· Work with researchers and analysts to define unmet needs of people who may not use services, and define how organisations can independently or collaboratively meet these needs

· Analyse and champion how organisations need to adapt to deliver more effective services

Coaching and supporting organisations

· Support teams and organisations to develop the cultural conditions, practices, and rituals to design user-centred services

· Teach organisations how to design better services, and provide coaching to develop these capabilities, outlining where this is best placed in an organisation

Teamwork and daily practice

· Keep our projects on time and budget and report to our project directors and Head of Delivery

· Work to the highest ethical and moral standards of research and design practices, promoting inclusive design at all levels of work

· Provide input and critical thought at our show-and-tells and design critiques

· Support the development of Snook’s internal processes and tools

· Bring an optimistic and entrepreneurial mindset to our work, supporting directors to spot and enable new opportunities in the world

· Have confidence and experience in the end-to-end journey of a project, from navigating sales through to end delivery

· Have confidence in Agile practice and language related to the design process

* Experience in e-commerce or food service industries a plus. Keen understanding and familiarity with the Pret brand required.