Lead Service Designer

The role in a nutshell

As a Lead Service Designer you have a deep understanding of service design theory and methods, and you will autonomously apply and share that knowledge with confidence. You’ll be ambitious and passionate about Service Design and have a good overall understanding of service delivery. As an advocate of Service Design, you’ll be a passionate champion of service design practices within the design team and wider K+C. You will be a trusted member of the project team and a point of contact for the client, you’ll thrive when working outside your comfort zone and you’ll collaborate well within cross-functional teams.

What you can expect

As part of the team you’ll be working on products and services for some of the world’s most influential companies. Our designers, from Researchers through to Product Designers work in dedicated project teams. Anyone who has worked at a startup or in a product company will feel right at home. We are involved from planning through to execution, and being an advocate for the user at every step of the way. You’ll help the project team to make informed design decisions, placing the needs of the user at the centre of every piece of work whilst balancing the needs of the business.

The type of person we’d like to meet

• Understand service design theory and how to apply it
• Very familiar with the GOV.UK Design system and champion the Government design principles
• Use research and analytics to understand users needs, identify service failures and test different designs
• Champion accessibility and inclusive design across the end-to-end user journey
• Break down complex problems into structured components and visualise them clearly
• Plan and execute system mapping, customer journeys, scenarios and service specifications
• Lead the design and implementation of services, including the orchestration of a variety of different physical and digital touchpoints
• Contribute to research activities, and lead research efforts when needed
• Zoom out, to view experiences holistically
• Define and create value propositions
• Plan, design and facilitate workshops and always follow up with synthesising and communicating the outputs of the workshops
• Create service experience concepts and prototypes
• Clearly storyboard service experiences
• Create and guide others in producing service design deliverables, such as user archetypes, jobs to be done, service blueprints and other experience maps, KPI/KEI models, roadmaps, among others.
• Lead engagements by providing the client and team with direction, guidance, and support