Service Designer

About the role

As a Service Designer at Reply you’ll have the opportunity to work on a wide range of projects that have a positive social impact. That might include undertaking qualitative research into a social issue area, or designing an end-to-end inclusive service. 

You’ll be collaborating with the wider Reply team, whether that be on a large complex systems project, or designing a small charity service with a big impact.

You’ll regularly be co-designing with our clients, their users and our partners on projects, so facilitation and communication skills are essential to the role.

Because you’ll be tackling complex social issues, you’ll need to be comfortable with untangling complexity and communicating your design approach and solutions with clarity to a wide range of stakeholders.

We’re a purposefully small boutique design studio, which means that you’ll have the opportunity to collaborate with the wider Reply team on all aspects of shaping the direction of the company. That means you’ll be contributing to setting our strategy and vision, project scoping, proposal writing and attending pitches with the wider team. If you’ve not done that before, we’ll make sure you’re supported and trained properly.

About you

As a Service Designer at Reply, you would be expected to undertake some or all of the following activities. For any activities that are new to you, you’ll be supported and will be able to shadow another member of the team, and we’ll make sure you are trained and equipped to undertake these activities in the future.

• Participate in a multidisciplinary design team on client projects
• Take a leading role on service design projects
• Scope out and plan small service design projects
• Plan and facilitate workshops and co-design sessions
• Undertake some qualitative research activities and perform analysis, including research interviews and usability testing.
• Manage your own time and budget on client facing projects
• Create a range of service design synthesis outputs and utiliste techniques and tools such as: user journeys, systems maps, service blueprints, personas, etc
• Design a range of service prototypes
• Articulate your design decisions and recommendations to wider stakeholders via presentations and/or report writing.
• Support the wider team on new business

We expect candidates to have the following experience:

• Experience of designing services as part of a multidisciplinary team
• A portfolio of effective service design work that you have undertaken
• Experience of designing an end-to-end service that has gone live
• Experience of facilitating workshops with a range of stakeholders
• Experience of utilising a wide range of service design techniques and tools and in choosing the right tools for the project at hand.
• Experience of undertaking a range of research methods, such as usability testing and conducting and analysing interviews
• An understanding of how to design ethical, and inclusive services
• An ability to run design projects in an ethical and inclusive way
• A working knowledge of digital in the context of digital service touchpoints and digital products