Lead Service Designer

We have a new opportunity for a Lead Service Designer to join our Change Team. This role is responsible for identifying how Saffron can improve tenant experience, reduce cost of delivery, and improve outcomes through re-design of user experience, business processes, and better collaboration across systems.

Key responsibilities include:

• Work across multiple projects to design the end-to-end journey of an inclusive and accessible service, and complex systems.
• Ensure all services are consciously designed based on understanding the needs of the people who will use them.
• Deliver service design workshops, user research, customer journey mapping and prototyping to understand user need around a new and re-designed service.
• Research and analyse data and business processes to be able to produce a service design with an understanding of the challenges or the ‘as-is’.
• Engage with tenants and colleagues to provide designs that will steer the build of digital solutions to a successful delivery.
• Mentor and develop the Change team in Service Design
• Define, sell, implement, and embed a Service Design approach within Saffron

Please see the full list of responsibilities on the Role Profile attached.

Our ideal candidate will meet the below criteria:

Essential

• Experience in mentoring and developing other Service Designers
• Ability to lead a group of users to engage meaningfully in service design and drive forward the delivery of a design solution to take the team on a journey from start to end.
• Ability to be part of a multidisciplinary project team (i.e., with product owners, project managers, technical resources) to design services that work for people.
• Participate in design and / or research sprints and facilitate them as part of an Agile team;
• Create service design documentation, communication, and prototypes utilising online tools (Axure, Miro, Mural, Balsamiq etc)
• Effectively communicate design ideas using a variety of techniques, including service models, user journeys, system maps, service blueprints and/or infographics (as per tools above)
• Able to elicit desired outcomes from end users through workshop facilitation and user research.
• Experience in teams that deliver solutions using either Hybrid/Waterfall or Agile methods of project delivery. Desirable
• Service design experience designing end to end solutions.
• Experience selling service design into an organisation

Desirable

• Experience and awareness of social housing and the challenges facing tenants and social housing organisations
• Relevant qualifications/accreditations e.g. SDN, IDEOU