Senior Service Designer

Senior Service Designer

Department: RSD: Service Design

Employment Type: Permanent - Full Time

Location: London or Manchester UK

Key Responsibilities

• 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

Skills, Knowledge and Expertise

• 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
• A growth mindset
• AI curious and ready to embrace opportunities

Nice to Have

• Degree 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 (note that 3 days are held for Christmas holidays)
• 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 schemes
• Gym & retail discounts
• Regular social events/activities
• A range of other benefits from our flexible benefits package

We are committed to equality of opportunity for all and actively seek applications from all ethnicities, orientations, beliefs, gender identities, neurodiverse traits and disabilities. If you need any adjustments to our recruitment process, please let us know.