Responsible for driving the design of innovative products and process that meet Landsec’s strategic objectives and goals. The Service and Process Designer is responsible for bringing a deep understanding of design thinking with core strengths and experience in user research, continuous improvement and iterative and incremental delivery.

Principle accountabilities

• Collaborate with cross-functional teams to define key aspects of a proposed scenario or process, it’s evolution across multiple channels, and how it reconciles business and user needs

• Plan and facilitate workshops and use design thinking activities to reframe problems for ideation and develop artefacts such as user personas, empathy maps, user journey maps and service blueprints

• Drive the prioritisation of ideas and features, ensure that outcomes respond to key user needs and highlight business value and opportunities

• Identify opportunities to create business value and improve the experience for our customer

• Playback and communicate outcomes, seek buy in from stakeholders and support for proposed solutions

• Autonomously deliver the proposal of validated solutions, assessing the desirability, feasibility and viability.

Key competencies

• Highly organised, methodical and structured thinker with strong analytical skills and attention to detail

• A self-starter with good creative skills.  Motivated team player who also works well independently

• Excellent interpersonal skills, resilience and diplomacy.  Clear verbal and written communication, able to negotiate and adapt communication styles to suit the situation and audience

• Good understanding of relationship management requirements, influencing and stakeholder management.

Knowledge, experience and qualifications

Essential

• Proven ability to manage projects and use tools to demonstrate governance

• Knowledge in customer and product discovery, implementation and measurement processes

• Proven ability to create an environment where identifying project risks is positive

• Strategic mindset and ability to communicate vision

• Excellent communicator, collaborator, with high emotional intelligence to help steer projects to positive outcomes

Desirable

• Scrum agile qualification

• Experience in educating others in design thinking techniques