Service Designer

The role of the Service Designer is to understand the totality of a person’s experience with a system and facilitate the co-design of touchpoints and experiences that address the end-to-end journey of the customer across both digital and offline channels.

This role is involved throughout the entire lifecycle of a project: everything from understanding the unmet needs of all the actors in a system with generative research to validating solutions and measuring outcomes with participatory design and evaluative research.

These are the mindsets and skills we’re looking for in a Service Designer and the types of related activities we see you being engaged in:

Communicating Information

• • Listen to the needs of technical and business stakeholders and interpret between them.
  • Manage stakeholders’ expectations and be flexible and capable of both proactive and reactive communication.
  • Facilitate difficult discussions within the team or with diverse senior stakeholders.
  • Communicate content and deliverables to both technical and non-technical team members.

Technology Perspective

• • Be responsive to changes in technology, adapting your approach accordingly.
  • Make decisions to meet user needs in context.
  • Understand the importance of assisted digital and be able to design services and make decisions to meet relevant customers’ needs.
  • Understand the importance of non-digital experiences and when they are appropriate.

Evidence & Context-Based Design

• • Use qualitative and quantitative research to guide design directions.
  • Generate multiple solutions to a problem and test them.

Facilitate Decision-Making and Risk Analysis

• • Make and guide effective decisions, explaining clearly how the decision has been reached.
  • Understand technical complexity and risks, run collaborative design activities, influence others and build consensus.

Leadership & Guidance

• • Contribute to best practice guidelines.
  • Understand the sustainability and consequences of your decisions and make decisions characterized by managed levels of risk and complexity.
  • Assist in resolving disagreements between wider peers and indirect stakeholders, taking into account all views and opinions.

Prototyping

• • Engage in prototyping as a team activity, actively soliciting prototypes and testing with others.
  • Establish design patterns and iterate on them.
  • Understand a variety of methods of prototyping and choose the most appropriate one for the situation.

Strategic Thinking

• • Define strategies and policies, providing guidance to others on working in the strategic context.
  • Evaluate current strategies to ensure business requirements are being met and exceeded where possible.

Understanding Constraints

• • Identify and understand constraints, communicate these, and work within them.
  • Challenge the validity of constraints.
  • Ensure standards are being met.

User Focus

• • Collaborate with user researchers to represent users internally.
  • Understand the difference between customer needs and desires.
  • Champion user research to focus on all customers, both internal and external.
  • Prioritize and define approaches to understand the customer story, guiding others in doing so.
  • Offer recommendations on the best tools and methods to use.
  • Other responsibilities as needed.

Qualifications:

• • Bachelor’s degree is required.
  • 3–5 years of experience in Service Design, HCD role, or commensurate work experience.
  • Must be able to undergo and pass a Public Trust security clearance or higher.
  • Bixal does not provide sponsorship at this time.
  • Demonstrated history of successful user research, analysis, and prototyping.
  • Demonstrated strength in at least two of these areas: Design Research, Information Architecture, Writing, Visual Design, Service Design.
  • Demonstrated history of presenting work to a variety of populations including stakeholders and clients.
  • Experience leading or managing teams.
  • Portfolio to be shared during interview.

Nice to Haves:

• • Experience working in a customer value-focused, iterative design and implementation environment.
  • Experience with mentoring junior designers and researchers.