Senior Service Designer

You will be an expert in leading small interdisciplinary design teams or working within larger teams on consulting projects that aim to create new innovative service offerings and experiences, or improve existing ones. You will be a senior service design, design research or strategy practitioner, under the direction of principal or exec colleagues, consultants and/or domain experts. Together you will tackle strategic business challenges and take multidisciplinary client teams on the exciting and often new journey of culture change and customer-centred end-to-end service design. You are creative and an expert in co-designing and piloting innovative services with customers, while building internal capability. You have strong leadership skills and care passionately about engaging front-line staff as well as executive decision-makers in a collaborative and outcome-driven strategic design process that generates measurable business outcomes.

As a service design practitioner with several years’ experience across different types of client and sector, you will be pushing forward our craft by applying new service design methods and techniques to exciting new challenges, working closely with other Nilers and associates.

Areas of responsibility: 

Strategic

• Provide market, sector and competitor insight
• Integrate the Nile vision, culture and values into everything we do
• Promote knowledge sharing, good practice, share industry/client information and lessons learned

Project Delivery

• Lead consultant on smaller service design and design research projects, service design lead working with a principal on larger projects
• Manage project deliverables – quality, budget control, time
• Deliver client expectations and satisfaction and support the development of follow-on opportunities
• Manage project evaluation – debrief, lessons learned
• Identify and create case studies – measurable success stories

Methodology/Innovation

• Support the implementation of new service design techniques and methodologies
• Contribute to the scoping and design of projects
• Maintain existing processes and standards
• Improve and develop Nile toolkit
• Challenge and inspire colleagues on methodologies and innovation

Commercial

• Deliver against account revenue targets
• Develop Nile’s client base by identifying and driving business with new clients
• Contribute to development and delivery of account management plans to maximise income
• Maximise own utilisation within expected bounds for role
• Lead on proposal development, pitching for new business

Client Relationships

• Build strong relationships with clients
• Understand client businesses, challenges, identify opportunities
• Proactively inform leadership team of opportunities for relationship building or further work with clients

Requirements:

• Proven track record as service design practitioner in a corporate or consultancy environment
• Significant practical experience using a broad range of service design methods and approaches, particularly service proposition development, workshop facilitation and customer co-design
• Experience of day-to-day task direction of self or others within small teams
• Deep applied understanding and application of design process(es)
• Knowledge and experience of using qual and quant design research methods
• Willingness to travel (mainly in the UK, but possibly overseas)

What we offer:

• Competitive Salary
• Edinburgh or Remote based
• A flexible approach to work
• An office on Edinburgh’s prettiest & most Instagrammed street
• 23 days holidays plus 8 Bank holidays
• Company Pension Scheme (4%)
• Death in Service cover included
• Private Medical Insurance included
• Employee Assistance Programme (EAP)
• Plenty of training opportunities
• Bike to work scheme
• Annual 2-day team trip to spend time with your colleagues
• Loads of lovely snacks, both healthy and indulgent
• Lots of team socials and activities