Service Designer

As Service Designer, you’ll be a natural problem solver, who has planned, run, and delivered service design projects across both offline and online channels.

You will be an expert at getting under the hood of complex problems and using design-thinking methods and techniques to improve consumer journeys across offline and online touchpoints.

You…

Talented, enthusiastic, focused, eye for detail, professional. Keen to learn and to challenge for smarter ways of doing things; a team player proud of their work who wants to share it. You like working in a fast-paced environment and are ready to inspire outstanding shopper experiences for consumers and brands, no matter what product, service, sector, device or channel!

You will have a customer-first mindset, with the maturity and initiative to do what it takes keep our clients happy, including some working at client locations. When our clients win – we win!

We need you to be really great at

• • Plan and execute system mapping, customer journeys, scenarios and service specifications.
  • Experience in developing and conducting a variety of both qualitative and quantitative research
  • Analyse research data identifying and generating meaningful insights and behavioural patterns
  • Manage user research and service design process, drive decisions, & track issues.
  • Work closely with researchers, UX and UI designers contributing to the improvement of the design quality and final user experience.
  • Define and structure deliverables consistent with project goals.
  • Mapping end-to-end journeys, for both physical and digital experiences, using core design skills of sketching, journey mapping and prototyping
  • Work with different types of content and user-led interactions. Work across digital and non-digital channels
  • Facilitate the creation of design artefacts – e.g., personas, as-is and future state customer journeys, service blueprints, storyboards, prototypes, etc.
  • Use design thinking techniques to identify opportunity areas for new experience, propositions, products and services, then help bring together the thinking around feasible, and viable solutions.
  • Help build our design thinking mindset, tools, and techniques, including facilitating and leading interactive design thinking sessions as a delivery lead or co-facilitator.
  • Have a background in UX design and be comfortable producing wireframes, digital prototypes, usability testing and CRO.
  • Communicating your ideas through blueprinting, service ideation, journey mapping, wireframing, prototyping personas, scenarios, process flows, information architecture diagrams – both to working groups and C-Suite.
  • Communicate, defend, and build consensus around the desired product strategy and/or suggested wireframes.
  • Work closely with senior stakeholders, fellow designers, program managers, and developers.
  • Design and conduct product definition and UX requirements workshops.
  • Experience in e-commerce or complex journeys.
  • Strong portfolio demonstrating offline and online experience design

If you know any of this even better

• Extensive experience as a Service Designer, preferably in an agency
• Experience in developing and conducting a variety of both qualitative and quantitative research
• Experience designing and leading workshops
• Ability to communicate effectively at all levels, collaborate to solve problems, present design and sell solutions, and keep colleagues informed.
• Understand the array of technical constraints, user goals and business requirements that shape current and future developments
• Can collaborate with stakeholders, product managers and development teams to iterate existing products and design and build new functionality
• Ability to supervise and support the creation of user flows, wireframes, information architecture, interface mock-ups and final UI designs which synthesize user data and research
• Extensive UX design background working on various projects across sectors/audiences
• Previous experience of leading a project from start to finish
• Experience owning the full UX process.
• Strong portfolio is a must