Service Designer

Job Description:

 Lead qualitative and quantitative user research and service design initiatives that inform critical decisions for current and future products sentiment and lifecycle

 As a User Researcher, key responsibilities include planning, designing, and conducting user research, usability and heuristic evaluations, and reporting out actionable recommendations.

 Conduct user interviews, and contextual inquiries to identify user needs and gather user feedback. Complete detailed user and task analyses based on the research conducted.

 Collaborate closely with designers, technology teams, and product managers and deliver persuasive and compelling findings to executive stakeholders.

 In-depth knowledge and experience of various methods such as qualitative in-depth interviews, stakeholder interviews, diary studies, quantitative surveys, contextual inquiries, usability testing, etc.

 Is able to evangelize User-Centered Design best practices and build strong collaborations across teams.

 Support the design and implementation of services, strategies, and policies to ensure business requirements and user needs are being met.

 Advocate for inclusive, collaborative, user-centred service design practices and embed them into service design and delivery.

 Advise on which service design tools and methods to use.

 Work with user researchers to understand and meet the needs of users across a variety of channels.

 Champion design for users for whom assisted digital and/or accessibility technologies are required to access a service.

 Facilitate co-design with design teams, citizen services users, and other stakeholders.

 Prototype and validate proposed design solutions using a variety of prototyping tools.

 Identify and understand constraints, communicate these and work within them (including challenging the validity of constraints where appropriate whilst ensuring standards are being met).

 Make and guide on design decisions and communicate how decisions have been reached.

Required Technical and Professional Expertise

 Hands-on experience in the field of User Research and Experience with a deep understanding of User-Centered Design (UCD), strong analytical abilities and empathy for users

 Deep Experience Research

 Conduct High-End Usability Workshops eliciting service design frameworks

 Evangelize User-Centered Design Best Practices

 Effective Collaboration with Internal and External teams

 Experience in a digital service design setting, designing and delivering a wide range of service design activities including supporting team members to understand the value of design, negotiating design briefs and service developments, leading service design activities, and delivering service outcomes based on user, staff and organizational needs.

 Ability to choose and apply appropriate user-centered design methods (from data gathering, idea &concept generation, and prototyping) for different design life cycle phases and situations.

 Ability to communicate design approaches and insights effectively in such a way as to stimulate conversation and collaboration.

 Knowledge of other user-centered design practices and experience of collaborating with them for service delivery.