Senior Service Designer

You will be responsible for ensuring the Journeys deliver sustainable solutions and optimal experiences for our customers. You will challenge, reframe and transform business problems into tangible user-centered solutions, working on ambiguous concepts that bridge the business, user and technology worlds. You will define interactions while supporting to synchronize the experience across all touchpoints end to end.

• You will be part of a multidisciplinary design & innovation team consisting of service, product, UX, UI designers, content designers, physical space/product designers, researchers and tech colleagues.
• You will work closely with subject matter experts to transform a global service. You will work hand-in-hand with the team of service designers and user researchers, as well as internal stakeholders to design and develop services in a variety of settings.
• You will work together with adoption specialists and change managers to ensure the best experience for our customers.
• You will also directly manage a Customer Experience Manager

Key Responsibilities

Research and Discovery

• Support user research with the preparation, execution and analysis of primary user research and usability testing
• Preparation and facilitation of workshops with design thinking principles
• Support in the preparation and design of final research artifacts and presentations
• Creation/illustration of customer journeys and respective touchpoints
• Ownership of service blueprints end to end for the business from digital and non-digital channels

Design and Development

• Design and development of services, hand-in-hand with user researchers and internal stakeholders, in a variety of settings
• Co-creation and iteration of service concepts based on user research
• Definition of value propositions, service offering, promises and experience
• Generation of current state journeys and translation into future service journeys and blueprints to clearly show the customer experience hand-offs across channels and repercussion of those internally from an organization stand point
• Ensuring user needs are reflected throughout all communications and service offerings
• Production of artifacts and final presentations for stakeholders to ensure the service experience is in line with the product design
• Support the definition and implementation of POCs and MVPs establishing success metrics and preparing validation reports
• Work together with adoption specialists and change managers to ensure the best experience for our customers
• Support product development by reinforcing research activities and concept iterations

• Degree in a design discipline and/or have fundamental knowledge in the service design domain
• 5+ years of experience in applying service design skills in a business environment
• Well-versed in design thinking, user research and service design methods. Experience in digital product development, organizational transformation and/or UX / UI design is a plus
• Business proficiency in English
• Experience in working iteratively from POC, MVP and scale
• Systemic and structured approach to things
• Confidence in articulating new services and concepts in words and visuals
• Ability to communicate ideas and progress to sponsors, leadership and team members
• Passionate about developing services with the user experience at heart
• Candidates must be eligible to work in the UK

What we offer:

• Location – National! Apply from anywhere in the UK
• Pension 3% company contribution
• Discounted Products – from day one you’ll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy.
• Holiday: 25 days paid holiday and 8 public holidays for you to do what you love
• Colleague Recognition Scheme
• Free Confidential Advice & Colleague Welfare if you need confidential advice 24/7
• Mental Health First Aiders – we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing
• Refer and Earn – as we’re growing you can earn money by referring people to join us from your network
• Learning and Development opportunity with H&B is a great base for career development long term