Service Designer

The service designer will have responsibility for informing continuous improvement of DR service as well discovering future solutions and innovations.

Within the role you will:

• You will plan and facilitate workshops and design sprints with your colleagues and customers, including ideation and co-creation, priority ranking, value proposition, service definition and customer experience mapping.
• You’ll be creating service design artifacts and produce deliverables, which will include research reports, user stories, user personas, sketches, prototypes and wireframes (mainly lo-fi), journey maps and service blueprints.
• You will undertake regular .detailed data analysis, collate insights and user experience testing.
• You’ll be embedded in a team where you can drive the direction and make a real impact. This means you can go deep and tackle real customer problems while working side-by-side with data, CX, propositions, UX design, copy and technology.
• You will help to re-design and map multi-channel, multi-touchpoint end-to-end journeys of our services to improve customer experience, while ensuring we meet regulatory requirements.
• You’ll represent our customers. You will understand their problems, needs and you will help to uncover ideas that create real customer impact and bring business value.
• You’ll ensure that we build the right things the right way and support teams to evaluate and test their solutions to customer problems with the most suitable research methodology possible.
• You’ll be working directly with stakeholders, involving them openly in your processes, helping them distil project goals and objectives into requirements and championing the needs of customers throughout the project.
• You will be expected to show the value of service design discipline and its principles by regularly sharing the subject with your core and wider squad and the design community.
• You will work in an environment that is new to Agile and Lean methodology and you’ll be advocating and showing the value of iterative testing and design principles.
• You will play an integral role helping our organisation grow in the understanding and use of design to solve problems. We want to hire someone who can bring a new skillset, sell different ideas and challenge us with new perspectives

What we look for in you:

• You have a breadth of experience and applied knowledge in some of the following areas: Service design, Design research, UX research, User Experience Design, Product Design, Organisational Design, Strategic Design, Business Design, Innovation, or/and CX. We are open to speak to someone with less experience but strong academic background in one of the above mentioned or related disciplines
• You are passionate about discovering customer problems and designing exceptional experiences. You’ve done it in the past by reviewing various insight sources, including internal data, conducting competitor analysis, looking at secondary reports (internal and external) and conducting hands-on primary research (mostly qualitative)
• You have great facilitation skills (e.g. leading design sprints, mapping workshops, and research sessions, etc.) and full proficiency using remote collaboration tools like Miro, Mural, Lucidspark, etc. (at least one)
• You are an innovative thinker with the ability to analyse and interpret multiple data sources to derive business solutions and propositional enhancements.
• You have experience working in big organizations doing service design or related disciplines on the ground, improving processes and comfortable working with complex information architecture and getting things done
• You are data curious with a strong analytical mindset and can present your findings in a logical and engaging way. You’ve got good understanding/some exposure to reviewing internal data (e.g. A/B testing data, VoC customer data, CRM reporting data) and used some of the following or similar tools: GA, Hotjar, SessionCam, Eloqua, ConfirmIt, Genesys, Dynamic 365, etc.
• Some previous exposure to and understanding of design and prototyping tools such as Adobe, Sketch, InVision, Figma, Visio or other similar would be advantage
• We would like to hire a design thinker who understands basic principles of behavioural economics, has ideally worked in an agile/lean environment before and has used a variety of related tools to run workshops in person and online.

Working for us, you get your Just Rewards…

• Such as a Competitive Salary, Pension Scheme and Life Assurance
• Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday
• Private Medical Cover and Income Protection, just in case
• A Bonus Scheme that takes a balanced approach and looks at both `in role performance’ but also `the behaviours and attitudes you exhibit at work’
• FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)
• Plus we have a variety of Employee Funded Benefits available to our Employees via our Online Benefits Portal