Senior Service Designer

We are looking to expand our skills in user centred design to complement the existing hub’s strengths in change and programme management, strategy, product innovation, data engineering, cloud engineering and data science. Initially you will be working on a refresh of our firm’s global data strategy and will go on to support a range of initiatives, including: Arup’s data platform, the development of new product and service offerings, workshops with business leaders to support their digital transformation plans, and scaling the UX community in Arup.

This is a unique opportunity to drive a new way of working across the firm. The role will involve taking a user centred approach to designing services, as well as strategies, transformation programmes, organisational structures and practices. We are looking for someone who is driven and self-motivated and can identify opportunities to challenge the way we work whilst leading with humility as we support colleagues through this change. This would suit someone who enjoys taking a strategic and coaching role and is happy to be hands on in the delivery of projects.

Core responsibilities include:

• Supporting teams to identify and frame complex problems and create inspiring visions, strategies and roadmaps for service and organisational change
• Identifying the most appropriate service design techniques, and planning and running a range of workshop formats with stakeholders, decision makers and end users
• Using quantitative and qualitative data to map and design user centred services, strategies and interventions
• Producing key artefacts, including user journeys, service blueprints, system maps, in order to provide clarity to the team and key decision makers
• Working with other disciplines in the team to support the design, build and test of prototypes and iterating based on feedback
• Developing a framework for evaluating the impact of services and interventions and using this to refine/iterate
• Scoping out the next steps for implementing recommendations, including timelines and resourcing implications. This includes working with teams to take a new service through to live
• Articulating clearly and persuasively, through visual and written communication, how services and strategies need to change from the perspective of the user, business and wider system
• Collaborating with the rest of the design community to mentor and coach others to take a design led approach in service and transformational change and develop the right practices, cultural conditions and processes

A successful candidate will have the following skills and experiences:

• A portfolio that demonstrates experience in service design and the benefits to organisations and people
• Experience facilitating co-creational workshops with multiple stakeholders, to navigate complex challenges and develop design direction
• Comfortable with ambiguity and is creative in supporting others navigate their way through complexity and find clarity
• Comfortable facilitating hard conversations whilst always being inclusive, respectful and open minded in their engagement with others
• Experience of agile methodologies
• Experience of creating user journeys, service blueprints and maps
• Experience working on transformation/change programmes
• Proactive and flexible approach
• Receptive to feedback – we are looking to expand our approach to design, and you will have a role to play in this
• Expertise in using Sketch, Figma, Invision or other similar design and prototyping tools
• Is data and technology literate and is knowledgeable about new and emerging technologies
• Experience of/understanding of GDS standards highly desirable
• Experience of/understanding of systems thinking approaches is highly desirable