Service and Process Designer

Purpose of job

Responsible for driving the design of innovative products and process that meet Landsec’s strategic objectives and goals. The Service and Process Designer is responsible for bringing a deep understanding of design thinking with core strengths and experience in user research, continuous improvement and iterative and incremental delivery.

Principle accountabilities

• Collaborate with cross-functional teams to define key aspects of a proposed scenario or process, it’s evolution across multiple channels, and how it reconciles business and user needs
• Plan and facilitate workshops and use design thinking activities to reframe problems for ideation and develop artefacts such as user personas, empathy maps, user journey maps and service blueprints
• Drive the prioritisation of ideas and features, ensure that outcomes respond to key user needs and highlight business value and opportunities
• Identify opportunities to create business value and improve the experience for our customer
• Playback and communicate outcomes, seek buy in from stakeholders and support for proposed solutions
• Autonomously deliver the proposal of validated solutions, assessing the desirability, feasibility and viability.

Key competencies

• Highly organised, methodical and structured thinker with strong analytical skills and attention to detail
• A self-starter with good creative skills. Motivated team player who also works well independently
• Excellent interpersonal skills, resilience and diplomacy. Clear verbal and written communication, able to negotiate and adapt communication styles to suit the situation and audience
• Good understanding of relationship management requirements, influencing and stakeholder management.

Knowledge, experience and qualifications Essential

• Proven ability to manage projects and use tools to demonstrate governance
• Knowledge in customer and product discovery, implementation and measurement processes
• Proven ability to create an environment where identifying project risks is positive
• Strategic mindset and ability to communicate vision
• Excellent communicator, collaborator, with high emotional intelligence to help steer projects to positive outcomes

Desirable

• Scrum agile qualification
• Experience in educating others in design thinking techniques