We’re looking for a Service Designer who can help us deliver and grow our service design solution capabilities in new and exciting ways.

Our mission at Experience Lab is to deliver world class customer insight and service design in both the public and private sector. We want to help organisations put people at the heart of their decision making – from improving the experiences of our client’s customers to providing findings that impact citizens in meaningful ways – our work matters.

We’re looking for someone with experience across a range of qualitative user research methods. Someone who is well versed in the service design toolkit and someone who is passionate about delivering human centred services.

In this role, you’ll report to our Service Design Lead, to help make our vision a reality.

What you’ll do everyday

As Service Designer, you will deliver project work and contribute to developing the service design solution capability within our team. This means you will:

• Support on service design project work across a range of our clients
• Use research insight from our insights team to identify and craft meaningful service solutions for our clients in the public and private sector
• Contribute to the service and solution design methodology part of our practice toolkit and processes
• Play a key role in identifying and crafting meaningful service solutions; know when, how, where, and why to use which methods and design techniques and deliverables. Including:
  • Service blueprints
  • User/customer journey maps
  • Scenarios and story boards
  • Service ecosystem mapping
  • Process mapping
  • Service role play
  • Visualisation and concept design
• Demonstrate an excellent understanding and experience of service design methods and outputs within the product/service design lifecycle
• Have experience implementing solutions that are desirable, viable and feasible for an organisation to deliver and are supported with change initiatives and implementation recommendations

Skills and experience (desirable):

• Using data analytics to inform user needs and evaluate implementation success
• Comfort in using visual design tools and software to bring ideas, concepts and prototypes to life in – paper, clickable or code – (e.g. Adobe CC, Figma, Sketch, Solidworks, Fusion360 etc.)

About you

• 2+ years experience working or studying within a service design context
• A masters or bachelor’s level qualification in a related research or design field
• You’re curious and passionate about research and design, and thrive on finding out what makes people tick
• You’re a strong communicator and love presenting your work and writing compelling research narratives
• You’re diligent and disciplined in don’t mind getting stuck in to ambiguous and meaty research and design challenges
• You’re a self-starter, who can manage time to cost and quality with little to no support.
• Trusted to make good decisions yet still understand when to ask for help.
• You’re proactive, kind, and adaptable, with a mature, resilient, and positive mindset
• You’re solution driven and like to solve problems by identifying ideas and actions for continuous improvement