Service Designer

We're looking for a Service Designer to help shape and improve the services we offer to both our customers and colleagues. This role is all about making sure our products, services, and features-whether internal or customer-facing-are well understood, thoughtfully designed, and deliver great experiences across every touchpoint.

You'll work across a variety of projects, from digital tools used by ourfrontline teams to internal back-office systems.You'll map out journeys, create service blueprints, write user stories, and run workshops to bring ideas to life. You'll also play a key part in making sure we design things with our users at the heart-whether that's customers or colleagues.

In this role, you'll:

• Help transform how our customers interact with us by understanding and designing for their preferences across different channels.
• Work across multiple workstreams, pulling everything together to make sure we're delivering joined-up, consistent experiences.
• Take a fresh look at our internal systems to spot opportunities to reduce duplication and speed things up.
• Support ongoing transformation work by identifying what's really causing challenges and helping shape the right solutions.
• Collaborate closely with our UX team and others to bring service design into both digital and non-digital projects.

This role would suit someone who's already worked as a service designer and is looking to develop their skills further in a supportive, collaborative environment. You'll get to work across a mix of internal and external projects, helping us bring real improvements to how we work and the experiences we create.

You'll also be involved in;

• Transforming how we map our digital services that cater for both our customers and colleagues needs.
• Developing user stories/journeys for customers and staff alongside key business leads to help guide and define service direction.
• Ensuring customer personas and experience framework are applied in projects and effectively communicated across the team, business, and agencies.
• Developing a strong understanding of our digital technologies and systems, and evaluating their user effectiveness, working with business and product owners to implement improvements that will better enhance our service design.
• Supporting user research to inform service development, working closely with the Insight team and the User Researcher to communicate findings across project teams.
• Supporting the Business Analyst team to deliver user requirements.
• Reviewing service blueprints and task flows based on user needs to ensure services are based on usability and functionality.
• Acting as an ambassador for service design across the company and show impact on our user satisfaction.
• Supporting workshop facilitation by helping to prepare, run, type up, and analysing findings/outputs.
• Applying a data-driven approach to service design - working closely with our Product, Data & Decisioning, Insight, and Analytics teams to optimize our services, introducing relevant service design tools and platforms.

Whatyou'llneed:

• Strong understanding and experience of delivering service design to industry standards.
• Developing understanding of UX principles and human centred design.
• Ability to support insight and research initiatives.
• Understanding of (and preferably use of) blueprint service maps, user journey maps, storyboards, user stories, problem statements, process flows, wireframing, interview & survey design etc.
• Ability to structure and support workshops across multiple departments, ranging from discovery through to delivery (as well as write up and presentation of findings).
• Professional approach to time, costs and deadlines.
• Ambassador of LNER values.