Senior Service Designer
Transform
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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Job Level
About the role
- Understanding the strategic context of clients and reconciling customer needs with strategic priorities
- Leading and/or playing a senior team role in service design projects, in a range of different sectors
- Building client accounts through outstanding and award-winning work
- Running client workshops
- Making complex product, service and operating systems easy to understand for clients and colleagues through simple and accessible visualisation.
- Developing new service propositions for clients
- Developing skills and mentoring colleagues in the service design practice
Requirements
- At least 5 years’ experience working in service, product and experience design projects, leading multi-discipline teams to deliver projects
- Expertise and deep knowledge of service design tools and methodologies, such as service blueprints, service mapping, systems thinking, journey mapping
- Ability to produce highly visual output for clients, documents, presentations, or workshop materials
- Demonstrable experience in user research techniques and analysis, e.g., interviews, contextual inquiry, customer journey analysis and mapping
- Excellent analytical and problem-solving skills, including data and thematic analysis
- Ability to quickly develop recommendations based on evidence
- Experience of stakeholder engagement and facilitation in complex programmes
- Conceptualisation and proposition development supported by research
- Strong communicator (e.g., through visual artefacts, design concepts, verbal and written)
- Agile methodology
- Confident in presenting explaining user needs to clients who may be unfamiliar with user-centred design
- Experience managing/mentoring more junior team members
- Ability to identify opportunities that create product or business value
- Experience across web content, tools, and transactional services, especially those with complex user journeys.
- Demonstrable knowledge, experience in and passion for web/application user-centred design practices
- **Nice to have:**
- Post-graduate degree or professional certification in Human-Computer Interaction (HCI)/Usability/Cognitive Psychology/Market Research or related field
- Experience working with government and the public sector
- Experience or knowledge of the Government Digital Service and government design principles
- Experience of the Government Digital Service design system
- Experience of delivering Discovery, Alpha, Beta, Live
- Retail, FS, government experience
- Experience in design sprints and rapid prototyping
Benefits
- Holiday entitlement, 28 days with the option to buy/sell up to 5 days
- Day off (on or in the week of) your birthday
- Pension eligibility, up to 5% matched contributions
- Private healthcare
- Life assurance
- Enhanced maternity and enhanced paternity and shared parental leave
- Cycle to work & electric car schemes
- Gym & retail discounts
- Regular social events/activities
- A range of other benefits from our flexible benefits package
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service designproduct designexperience designservice blueprintsservice mappingsystems thinkingjourney mappinguser research techniquesdata analysisthematic analysis
Soft Skills
analytical skillsproblem-solving skillsstakeholder engagementfacilitationcommunicationmentoringconceptualisationrecommendation developmentpresentation skillscollaboration
Certifications
post-graduate degree in HCIprofessional certification in UsabilityCognitive Psychology certificationMarket Research certification