Service Designer

As a Service Designer you will:

• Conduct contextual user research to:

  • bring the customer lens 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

• Co-facilitate workshops with a senior design lead to map both the current and future state service experiences using techniques such as customer journeys, storyboards, eco systems mapping and service blueprints

• Co-facilitate with a senior service designer 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

• Validation concepts through techniques such as role play, scenario walkthroughs and experience prototypes

You will have:

• At least 2 years experience in a service design role

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

• 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

• Willingness to travel