Senior Service Designer

As a senior service designer, you will be experienced at building strong relationships with stakeholders/partners of all seniority levels involved in delivering a service. You’ll also be a champion for user needs that are informed by user research, and able to confidently and charismatically communicate ideas and solutions right across the lifecycle of a service, using tools such as service maps and blueprints as appropriate.

You’ll be experienced with Agile delivery methods, working with and leading multidisciplinary teams, as well as facilitating workshops and activities that drive collaboration and alignment.

Management

You will report to our UX Director, Sam Hooper, who will provide support and guidance.

Location

Our offices are in Hertfordshire and London, but as a hybrid workplace, we’re flexible about location for this role, so you can be primarily remote, but you may be required to travel for key face-to-face meetings or workshops from time-to-time, including at our clients’ offices in London.

Key duties

• Facilitate collaborative workshops and meetings with our teams/clients/partners to support service design
• Be an advocate for user research, and ensure services meet the needs of users, even if it means challenging the brief or assumptions made
• Analyse and audit existing services to identify opportunities to improve them
• Pragmatically identify the best methods for service design and communicating ideas and solutions based on the needs of the project
• Create and iterate service blueprints and service maps that effectively communicate opportunities for improving services
• Provide guidance and support for how to interpret and use service designs practically
• Foster strong relationships with our team, and stakeholders across our clients/partners, especially with senior stakeholders to gain buy-in
• Support and involvement in user research and interaction design, where needed

Experience and Skills

• Human-Centricity: Expert knowledge of user-centred design practices
• Craft: Strong experience in leading service design effectively using well-crafted service blueprints and service maps across complex projects that have required good communication and facilitation skills
• Insight: Experience with articulating service designs in coherent, understandable formats, which can be backed up with research
• Orchestration: Experience working with senior client stakeholders and building excellent relationships
• Collaboration: Experience facilitating workshops and collaborative design exercises, ideally using Miro
• Methodology: Expert knowledge of agile delivery methodologies and experience working within and leading agile teams. It would be a nice to have if you have experience with GOV.UK Service Standards and successfully passing service assessments
• Presentation: Experienced at confidently and charismatically presenting ideas or solutions that teams or stakeholders buy into
• Challenging and Aligning: Highly proficient at working with stakeholders to create a culture of alignment, even if it means challenging existing thinking
• Planning: Able to self manage priorities and plan the most effective way to deliver service designs successfully in collaboration with other team members
• Accessibility: Knowledge of accessibility best practices