Service Designer

Role

As a member of the Service Design team, you will be tasked with building a better understanding of our customers, creating great experiences and outcomes for our customers and employees. You will influence Service Design processes, the application of new tools and methods, and more. As part of this role, you will support a number of major business and digital transformation initiatives, driving people, process, and technological change.

Responsibilities

• Championing the voice of the customer.
• Execute a service vision, aligned to business strategy and priorities.
• Design multi-service journeys, providing a seamless experience to users.
• Plan projects with the Core Service Design team, selecting appropriate Service Design tools & methods for the various stages.
• Facilitating research workshops and interviews with key internal and external stakeholders, with a focus on user needs and problem framing.
• Synthesizing both primary and secondary research data, uncovering key insights.
• Assembling and aligning diverse, cross-functional teams for ideation and innovation.
• Supporting both low and high-fidelity prototyping methods, conducting user testing, and evaluating with stakeholders.
• Collaborating with Business Analysts to understand the existing business and manage change.
• Playing a key role in implementation projects, ensuring that the service vision is properly implemented.
• Working supportively with colleagues, operating in line with the Company’s values at all times.

Profile

• Bachelor’s degree in a relevant business, technology, or design discipline. Desirable.
• 3 to 5 years’ Service Design Experience. Essential.
• Formal Service Design and/or Design Thinking certifications. Desirable.
• Previous employment at a Managed IT Service Provider. Essential.
• Practical experience of Service Design tools and methods. Essential.
• Agile methodology experience. Desirable.
• Participant in digital and/or business transformations. Desirable.
• Customer Centric approach at all times. Essential.
• Ability to think strategically and creatively. Essential.
• Strong analytical skills with the ability to analyze large amounts of research data, finding patterns and trends. Essential.
• Excellent written and oral communication skills. Essential.
• Ability to work in a fast-paced, changing environment with all levels of management, and cross-functional stakeholders. Essential.
• Ability to work remotely. Essential.
• Excellent time management and organizational skills. Essential.
• Team player with a positive attitude. Essential.
• Ability and willingness to travel, potentially as much as 30% in a single month within designated regions (i.e., UK, Ireland, France, and North America), post-COVID-19.