Service Designer

Who you are

• You’re a problem solver at heart and strive to look beyond symptoms to explore the core needs and pains. You’re a passionate about engaging with and designing for real people
• You are an expert at translating problems into opportunities for the business
• You’re highly collaborative and focus on the ‘we’ rather than the ‘I’
• You’re not afraid of speaking up and be a vocal advocate of the user
• You’re comfortable expressing the value of design to senior stakeholders
• You’re an excellent communicator and transparent in your work
• You’re likely a design generalist with one or several core skills (e.g. user research, prototyping)
• You’re strategic, and triangulate your process in both user desirability as well as business value and feasibility
• You thrive in highly ambiguous situations and enjoy solving complex problems
• You thrive in a fast-paced environment with frequent changes and you have a strong history of adapting to change

What you’ll be doing

As part of the Experience Design team reporting to the Experience Design Lead, you’ll be responsible for applying the service design practice to integrated projects throughout the business while working closely with product, design, marketing and content teams. As a Senior Service Designer, you will:

• Lead service design projects end-to-end and passionately represent the human perspective
• Conduct user research and translate insights into tangible, holistic and human-centred frameworks (e.g. customer journeys, ecosystem maps)
• Facilitate co-design activities (e.g. workshops) of delightful user experiences
• Anchor the design process in user needs as well as business value and feasibility
• Manage stakeholders in complex environments and take them on the experience design journey
• Navigate complex systems of touchpoints and champion a problem-first approach
• Help identify pain points, opportunities and future paths for our business and customers
• Promote the service design practice within the business and inspire team members on the power of service design and the utilisation of methods and tools

Your background

• A degree in Service Design or other related design or business discipline
• Relevant experience on Service Design projects, ideally in-house
• Demonstrable experience of Service Design shaping medium-size projects
• Experience working with Product and/or internal teams