Service Designer

As a Service Designer you will have a passion to create high-quality products and services. You will influence and mentor others and work closely with designers, product owners and development teams to ensure we are aligned around and continuously improving excellent end-to-end journeys. You will set direction, assure the quality of design delivery across teams and can lead multiple or highly complex services. You’ll report directly to the CPO and will initially support 2 scrum teams.

The Role

• Define the end-to-end services in conjunction with the domain leads.

• Created and maintain the service blueprint inorder to inform the customer and story maps

• Lead and actively support user research in order to better understand the customer experience.

• Communicate complex information and processes across organisational boundaries to build a shared understanding across design.

• Combine research, design, business and technology to help shape the customer experience.

• Work with the domain and department leads to identify changes in order to deliver more effective services and customer experiences.

• Facilitate both internal and external workshops.

About you

Required

• Compassion for people and being people centric as a leader.

• Familiarity with a range of research techniques and related deliverables

• Background in designing services for multiple user groups with a range of stakeholders

• Experienced in leading or facilitating workshops and conducting user / stakeholder interviews

• Experience of advocating for people and user needs in all aspects of design work; experience of user-centred design and service design

• Demonstrable track record of making effective decisions using user research and data, in order to improve a service, reduce complexity and generate new ideas

• Comfortable working in a fast-paced scale up environment

• Fluent in English

Desired

• Strong understanding of channels specific behaviour

• Experience of explaining design ideas and concepts in a way that other people understand, including visualising, sketching and prototyping

• Skilled in common design tools; Sketch, Adobe CC (Photoshop, Illustrator), Figma etc.

• Prior experience in working on B2C digital marketplaces and or platforms preferable

• Experience in working with offshore development teams

• Ideally, you would have worked within an digital agency or management consultancy

• A good understanding of marketplaces  (technology, processes, KPIs) would be a bonus

• Fluent in Spanish or Catalan