Senior Service Designer

Key responsibilities

You’ll partner with teams across M&S to identify and solve customer and business problems, using service design, design thinking, and human-centred design approaches and methods. Your contribution is both strategic – supporting commercial goals, and balancing feasibility with desirability; and hands-on, ensuring a human-centric approach guides implementation.

You will…

• Uncover customer insights from both qualitative and quantitative research to put the customer at the heart of your work, and ensure their voice is heard in the design process.
• Engage others in your design thinking and process by planning, structuring, and facilitating workshops and collaborative sessions to bring cross-functional teams together.
• From journey to interface level, ensure a strong and coherent end-to-end thinking and definition of experience as it spans the work of multiple teams and designers.
• Focus on different levels of detail to create engaging experiences by creating customer journey maps, service blueprints, flows and storyboards.
• Advocate a common approach to service design across M&S using our in-house tools.
• Prototype ideas for sketching, user research, and communicating with colleagues.
• Support and inspire others in the team, including graduates. Contribute to an inclusive team environment.
• Build strong collaborative relationships across M&S.

Skills and capabilities

• Experience designing and shipping end-to-end services across different channels.
• Define the interaction design for an experience that takes into consideration the business goals, customer needs, and technical feasibility, for the best outcome.
• Strong storytelling, communication, and influencing skills – able to select and deploy the right means of engaging your audience and building a growing movement.
• Actively pursue learning and feedback on your work and personal development.

About you

As a great collaborator, you find surprising new ways to work effectively with colleagues, wherever they are based. Your passion for human-centric design is infectious, and you infuse your approach to your work with this passion. You can pragmatically see how an idea will support commercial goals, as well as being feasible within the boundaries of what can be achieved now and next. Your interest in people and customer’s lives motivate you to do your own research – be that online or in-store.

Learning and personal growth keeps you up to date with design tools, industry trends, and your own skills in communicating and influencing. Your resilience helps you bounce back from difficult situations, and you bring a positive outlook to unclear or tricky situations. You are generous with your knowledge, and thoughtful when offering help. You enjoy creating the right environment for a team to thrive in and find supporting others in their growth and development rewarding.