Service Designer

As our Service Designer, you will identify and solve service problems by balancing user needs, business needs, and technical considerations and designing the end-to-end service journey for the client. You will encourage collaboration by joining up teams, departments, and specialisms, as well as preventing unnecessary duplication between different services.

The role requires a strong ability to collate and analyse information from multiple sources (such as service performance data and user research), to present it in a clear and engaging way, and to use that to set the strategic direction for projects, products , and teams. This means a service designer must be an excellent communicator.

User Centred Design responsibilities:

• • • Have a strong understanding of all UCD disciplines and an ability to champion all of them equally.

• • • Diplomatically and clearly articulate tensions between technical, business, and user needs.
    • Share findings in an engaging way, using a range of tools and media.
    • Produce clearly written and structured reports that accurately summarise findings and establish direction for a project.
    • Clearly explain recommendations to teammates, stakeholders, and clients.
    • Communicate respectfully and diplomatically with clients who perhaps aren’t as familiar with service design.
    • Identify and talk confidently about all areas of service design and UCD, including usability, accessibility, user research, and content design

• • • Work with all specialisms in a multidisciplinary team (user researchers, content designers, developers, business analysts, and technical architects) while also being prepared to lead and set direction.
    • Support colleagues through peer review and skill sharing.
    • Facilitate collaboration between previously separate/siloed people, departments, and teams.
    • Advocate for service design in relevant disciplinary communities and have input into continually improving and advancing the specialism.

• • • Understand agile processes.
    • Work comfortably in a dynamic and evolving environment.

• • • Build trusting and open relationships with clients.
    • Communicate and advocate for the value of design across different levels of management, in particular around designing services for user needs.
    • Discuss and define strategy in collaboration with senior stakeholders.

• • • Uphold service design standards within a team or across multiple teams.
    • Provide advice, guidance, and leadership to the project and teammates.
    • Help others on teams outside of the UCD team and project team.
    • Experience mentoring and coaching other UCD or service design practitioners.

• • Provide guidance and leadership to projects during the full development lifecycle across service and product solutions.
  • Provide strategic guidance for client services and operations staff on approaches and solutions proposed for bids.
  • A holistic view of projects including any time and budgetary constraints.
  • Proactive at looking for work: spot opportunities for work beyond the original scope or client request and draw this to the attention of the client and opencast’s client relationship team.

Skills and experience we’re looking for:

• • Evaluate how well a service is meeting user and business needs and define success measures using data from a range of sources, analytics reviews, expert heuristic reviews, usability testing, and competitor analysis.
  • Plan and facilitate workshops with users and stakeholders to gain a shared understanding and first-hand insights.
  • Undertake design research and analysis alongside user researchers and other service designers.
  • Lead co-design sessions with a multidisciplinary team to make sure solutions are technically viable, meet business goals and user needs.
  • Create service blueprints, collating information from multiple sources and disciplines to capture the full end-to-end journey.
  • Sketch storyboards and concepts to help convey the narrative of a service.