Service Designer

Responsibilities 

Leadership & Team: 

• Champion the value of service design within the organization, advocating for its importance and potential impact on business growth and customer satisfaction. 

• Work closely with the existing UX team to ensure the integration of service design with user experience design efforts. 

• Collaborate with the business analysis team to ensure that service design aligns with business objectives and processes. 

• Establish key performance indicators (KPIs) to measure the impact of service design initiatives within the company. 

• Identify and lead pilot service design projects within the organization to demonstrate the value of service design. 

Technical & Operational: 

• Develop comprehensive service blueprints, user personas and customer journey maps that visually represent the end-to-end customer experience. 

• Collaborate with existing user research teams to plan and facilitate user research activities. 

• Communicate design concepts and ideas effectively through visual means, such as sketches, wireframes, storyboards, and visual prototypes.  

• Ensure that the designed services are aligned with Agile delivery methods/frameworks, business goals, technical capabilities, and operational processes.  

• Work in close partnership with UX designers, business analysts, architects, developers, and other relevant teams to align service design efforts with broader solution design and business objectives. 

• Incorporate accessibility and inclusivity considerations into service design, ensuring that services are usable by a diverse range of users. 

Commercial & Sales: 

• Collaborate with the sales and pre-sales teams to help incorporate service design principles into client interactions and proposals. 

• Collaborate with the sales and pre-sales teams to engage with prospective and existing clients and contribute to the development of proposals and project scope/roadmap. 

• Prepare and deliver compelling presentations to potential clients, demonstrating the value of service design and its potential impact on their businesses. 

• Build and maintain strong relationships with clients, serving as a trusted advisor in the field of service design.  

• Identify opportunities for expanding service design offerings and growing the service design practice within the company.  

• Stay informed about competitors and their service design offerings, identifying opportunities to differentiate our services and stay at the forefront of the industry.  

Skills: 

Candidates will need to demonstrate experience with; 

• Creating user-centric solutions that enhance the overall service experience.  

• Agile frameworks and delivering service design using agile methods. 

• Contributing to the planning and analysis of user research to gather valuable insights.  

• Proficiency in creating service blueprints, user personas and customer journey maps to visualize the service experience.  

• Proficiency in service design software and tools. 

• Experience in creating and iterating on service prototypes, both digital and physical, to validate design concepts.  

• Strong visual communication skills to effectively convey design concepts through sketches, wireframes, and prototypes.  

• Excellent communication and presentation skills to engage with clients and articulate the value of service design.  

• Using change management to drive the successful implementation of service design improvements. 

Candidates are expected to have some of the following skills; 

• Experience of the Government Digital Service (GDS/CDDO) standards and design principles. 

• Strong collaboration and teamwork skills with the ability to work effectively with cross-functional teams and clients.  

• A passion for fostering innovation and generating creative ideas to solve complex problems.  

• An understanding of business processes and the ability to align service design with strategic business goals.  

• The ability to stay current with industry trends and adapt to evolving service design practices.  

• Capability to analyse the competitive landscape and identify opportunities for differentiation. 

• Strong interpersonal skills and the ability to build and maintain client relationships.