Senior Service Designer

Service Designers often have diverse backgrounds, but what unites them is the ability to be empathetic, strategic and collaborative; to communicate visually and engage through storytelling; and to facilitate, coach and build capability in others. We deeply value diversity and are an equal opportunity employer, providing flexible-working, as well as equipping colleagues with skills and opportunities. We may not always be able to accommodate every working pattern, but will consider any request.

Specific responsibilities of the role include:

• Working effectively and confidently as part of agile teams to help uncover priorities, visualise outcomes and define scope.
• Shaping and delivering programmes of research to ensure we are led by colleague, customer and market insight when creating or enhancing our propositions and services.
• Facilitating workshops and discussions with various stakeholders, ensuring that the business context, needs and risks are well understood and that key decisions are well-informed.
• Communicating with colleagues and stakeholders to manage expectations and incorporate multiple perspectives in the definition of solutions.
• Researching and documenting current state services and experiences, and prototyping future state services.
• Leading others to make good design decisions, bringing the user perspective to the forefront and challenging the validity of constraints.
• Taking responsibility for both personal development and the development of others, helping them to succeed through coaching and mentoring.
• Collaborating closely within the multidisciplinary team of designers, product owners and engineers.
• Being an active member of the design community to share knowledge, create ideas, and embed principles of design across a range of product, service and customer journeys.

Experience in a range of research and design methods, including at least some of the following, is essential:

• Contextual enquiry
• Interviews
• Affinity diagrams
• Diary studies
• Questionnaire design
• Customer journey mapping
• Service blueprinting
• Creative workshop facilitation
• Storyboarding
• Crazy 8’s
• Service safari
• Personas
• Co-creation
• Paper prototyping
• Purpose-Measures-Method