Senior Service Designer

As a Senior Service Designer you are an experienced practitioner. You will have experience in driving awareness of service performance and improvement needs which have resulted in successful service outcomes. You understand user needs and business or policy goals and are able to visualise whole services, both end-to-end and front-to-back, across business areas or departments, in order to reduce or remove issues and problems. You will be able to lead a small team of service designers or work with senior stakeholders to establish service design methods, leading communication with stakeholders, leading workshops and using design patterns to support strategy and decision making across a team or business area. You are able to define good practice and make sure that useful guidance, tools and patterns are available across services and teams to solve recurring problems for users. You will support the service design community by organising or taking part in meet-ups to share work openly.

Responsibilities

As a Senior Service Designer, you’ll:

• Demonstrate excellent working knowledge of service design in practice, understand user needs and design services that meet them.
• Collaborate with multidisciplinary teams to understand user behaviour and feedback
• Lead workshops to drive actionable outcomes
• Own and create high quality service design deliverables, including experience maps and service blueprints
• Analyse research findings, data, insight gathering, critical thinking and concept generation
• Align and support communication with product owners and policy colleagues to define the customer journey and articulate the vision for products and services

Essential Criteria:

• can demonstrate experience designing end to end services which meet user needs and business objectives
• have substantial experience applying user research and data to make design decisions and of explaining these in a way that other people understand
• can engage multidisciplinary teams in a user-centred design process
• have experience putting forward the case for service design to senior stakeholders, policy colleagues and product owners
• have experience of consulting regularly with senior stakeholders to provide analysis and recommendations
• are able to share design ideas quickly through sketching or prototyping
• have experience working from a digital perspective, including iterating service design for complex situations and difficult or technical problems and processes

We’ll assess you against these behaviours during the selection process:

• Working Together
• Changing and Improving
• Leadership
• Communicating and Influencing

We’ll assess you against these technical skills during the selection process:

• Understanding Constraints