Service Designer

You’ll be joining a discovery and design team with a mission to see the world through the eyes of our customers and colleagues and of course to bring together the wider design community. The team supports strategy development, vision setting, customer value proposition design, end user research and testing, process efficiency, systems thinking and requirements elaboration. This is the ideal opportunity for someone like you, who thrives on working with ambiguity and possesses an energetic and flexible mindset.We will consider applications from all over the UK however there may be an expectation to travel into one of our main offices in London, or Hove. We are also open to flexible working arrangements – job share etc.

• Designing services blueprints that include the user experience and the behind-the-scenes activities of the departments, processes and systems that deliver the service, taking into account things that happen before and after the primary experience, considering the upstream causes and downstream effects
• Designing and facilitating Discovery activities (workshops, stakeholder interviews, design sprints, ideation, co-creation etc.) to understand and envision full end-to-end services, including how the service operates across digital and non-digital channels
• Collaborating intensely with practitioners in the Design Discovery service through research, mapping, experimentation, prototyping and user testing. Integrating efforts across multiple teams into coherent customer journeys. Connecting the actors responsible for delivering the service
• Supporting the costing and planning activity of Discovery engagements, reporting on the status of deliverables, and identifying and managing risks. Carefully managing expectations and facilitating discussions through ambiguity, complexity or under time or other constraints
• Guiding and training colleagues in Service Design best practice, empowering them to spread such methods and approaches throughout the business. Speaking on behalf of and representing the Design Discovery service to internal audiences through regular presentations, show cases, articles and case studies
• A deep understanding of service design, value proposition design, and experience design for solutions (digital services and products) of all kinds, sizes and contexts
• Skilled in facilitating in-person and remote Design Discovery activities such as workshops, design sprints and co-creation events
• Must have a strong background as a Service Designer within a product design and agile delivery environment
• Experience of working strategically on end-to-end services
• Experienced in the exploration and co-creation of new ideas and design solutions that meet the needs of all users alongside the goals and commercial ambitions of the business
• Confident to explore, challenge and expand upon work requests and commissions
• Applied knowledge of service design methods; service blueprints (AS IS, TO BE), customer journey mapping, business process modelling and mapping etc
• Client facing experience in a consultancy or agency environment would be beneficial