About the role
As a Service Designer you’ll work in a multidisciplinary team, alongside researchers, designers, business
and developers to identify user and business needs and deliver word-class, user-centred services. This
involves designing practical, functional and desirable services mapped with customers business
objectives and technology roadmaps.
The role is hands-on from initial planning and facilitating research and ideation, through to prototyping
and design implementation. You should possess a strong desire to grow as an expert practitioner and a
desire to challenge the accepted thinking in business processes and design.
It is important that you are curious, imaginative, thorough, articulate, and seasoned in handling research
projects, service experience and stakeholders. You will be required to conduct people research,
synthesis and articulation of research outcomes. Support the creation of meaningful and creative
solutions. You will be required to work with senior service designers on research initiatives, analysis,
approach to problem-solving and strategic recommendations on projects.
Responsibility
- Conduct contextual user research to bring the customer lens to business opportunities
- Conduct contextual user research to 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 system 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
Requirements
- 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
