Senior Service Designer

As a Service Designer you will:

• Identify opportunities for cost reduction, increase market share and NPS within an existing service

• Lead contextual user research to:

  • bring the customer lense to business opportunities

  • Facilitate designing of solutions that meet customer needs and expectations

• Synthesis secondary research

• Identify quantitative research outcomes required for opportunities and work with market research teams and data analytics teams to gather relevant insights

• Analyse failures within services and identify root-cause for that failure

• Re-frame challengers from customer point of view

• Lead collaborations with internal teams to map both the current and future state service experiences using techniques such as customer journeys, storyboards, eco systems mapping and service blueprints

• Lead Co- creation and ideation sessions with customers and internal teams to design processes to manage and deliver multiple services

• Create service principles or guidelines for the business

• Create new service concepts and prototypes

• Lead the customer validation of concepts through techniques such as role play, scenario walkthroughs and experience prototypes

• Communication fundamentals of service design to key stakeholders. Build relationships and appropriately influence relevant internal teams and direct business contacts in the adoption of HCD approach for designing, building and delivering services

• Change manage the design lead culture change

You will have:

• At least 5 years experience in a service design role

• A strong portfolio that demonstrates leading service design projects and hands on experience using various service design tools and techniques

• Strong facilitation skills in framing, ideation and co-creation

• Strong exploratory research skills

• Strong presentation and negotiation skills

• Experience working with designers, operations teams, business development and engineering teams

• Experience working in agile environments. Background in digital start-ups is highly valued

• Experience in identifying and pitching business opportunities

• Experience in evalgatiising service design

• Experience mentoring junior service designers

• Willingness to travel