Senior Service Designer

About the job

As a Service Design Senior Manager at Publicis Sapient, you will act as a transformation partner for our clients – helping them understand how changing customer expectations will require them to deliver new, innovative experiences, propositions, products and services.

You are an eclectic thinker who can balance multiple considerations simultaneously – changing technologies, emerging business models and customer insight – to identify new opportunities for our clients.

You will be well versed in design thinking, and the application of these techniques to uncover, identify and understand customer interests, motivations and behaviours, then work iteratively and collaboratively towards experiences that meet these customer needs.

You will use these techniques to map out the customer experience and the business capabilities required to deliver it; and use design research to iteratively test hypotheses underpinning the new experience as it evolves into design, build, launch and beyond.

As a Service Design Senior Manager in the CX&IC team, you will:

Act as a transformational partner for clients – including departmental heads and project sponsors

Work autonomously in the strategic ownership of larger, more complex projects from the client briefing through to final recommendations and delivery

Work collaboratively with all disciplines (and the client) to define how we will create customer and market insights that inspire the team and generate breakthrough solutions

Conduct customer and market place research that helps strategically frame, validate or test core hypotheses, then distil this research into actionable insight

Use design thinking techniques to identify opportunity areas for new experience, propositions, products and services, then help converge thinking around feasible, viable and desirable solutions

Map out the customer experience and the technology and organisational capabilities that are its necessary pre-requisite

Clarify and translate the strategic direction into priorities, objectives and a clear evaluation framework

Facilitate the creation of design artefacts – e.g. personas, as-is and future state customer journeys, service blueprints, storyboards, prototypes, etc.

Be a strong and convincing narrator and moderator both internally and with clients, reconciling perspectives, finding common ground and advocating customer value and business solutions at critical moments

Mentor more junior staff, defining a role for them on projects, overseeing their work and guiding their development in the discipline

Actively seek out thought leaders and different perspectives on industry approaches, developments and break-through methodologies

Develop new techniques and approaches, then collate and share expertise across the discipline in order to help build the company’s collective capability

Act as a champion and advocate for design thinking and techniques both internally and to a wider external audience

Desired Skills and Experience

You are commercially minded; you can identify and pursue new opportunities to bring value to client engagements.

You are able to see the big picture and zoom in on the details to impactful moments of the customer experience.

You champion the customer and you are passionate about delivering meaningful experiences which positively impact the lives of customers.

You have an appreciation and an interest in how technology can support the design solution

You are confident working in multidisciplinary design, technology and consulting teams

You display empathy, intellectual curiosity and openness to learn about new industries, new fields, new disciplines and are excited by change and learning.

You are comfortable designing journeys from scratch for net new propositions that didn’t previously exist

What you need to have:

An outstanding portfolio of work demonstrating strong customer insight-driven  design thinking across a diverse range of projects

Experience within financial services – either within a consultancy, agency, fintech or client-side

Experience formulating novel research and development programs that iteratively identify, test and refine new and innovative propositions, products and services

Experience working collaboratively with colleagues and clients in a variety of different ways – flying solo, as part of an “agency” team, co-working with the client in “agile” teams

A mind set that’s open to change and to challenge – you need to be curious, consultative, self-starting, collaborative, empathetic, helpful, not prepared to settle for ‘that’ll do’, resilient, and eager to learn

Pride and passion in your work