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Service Design Lead

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The Service Design Lead role is pivotal within our Group Digital Office, primarily focused on the incubation and discovery of innovative digital and design solutions. This position is at the forefront of pioneering service design, utilizing a blend of strategic research, design thinking, and technological experimentation to transform emerging ideas into robust, market-leading digital products and services. The job holder is instrumental in navigating new frontiers of digital possibilities, thereby ensuring that our projects not only meet current demands but also proactively set trends in the digital landscape.

At the heart of our service design process, our designers form a diverse and passionate team committed to crafting digital services that resonate deeply with both user and business needs. The Service Design Lead enhances our capability to deliver substantial outcomes through client workshops, creative brainstorms, and precise service definitions, thereby creating a tangible impact on our clients and the wider world.

This role encompasses leadership in the delivery of service design projects, directing multidisciplinary teams, and maintaining the highest standards of project deliverables. The Service Design Lead is hands-on in project execution while also adept at providing design leadership and managing client relationships. This role is crucial in driving the evolution and scaling of our services, aimed at reducing costs, shortening timelines, elevating customer satisfaction, and enhancing customer success.

Collaborating closely with UX designers, researchers, and design architects, the Service Design Lead is charged with refining and optimizing user journeys, ensuring they are measurable and scalable across diverse projects and entities. This role not only furthers our strategic initiatives but also solidifies our competitive advantage by consistently aligning our digital advancements with the organization’s long-term goals.

**Lead Stakeholder Engagements**:

- Proactively lead discussions with third-party vendors and business stakeholders, focusing on the development and refinement of user journey maps, flows, and emotional maps. Ensure these conversations facilitate mutual understanding and align with strategic objectives.

**Deliver Strategic Design Solutions**:

- Deliver strategic design outputs that address complex user experience and customer experience challenges. Distill intricate problems into solutions that are simple, clear, and directly tied to business outcomes, enhancing both user satisfaction and business value.

**Manage Stakeholder Relationships**:

- Communicate effectively and transparently with all stakeholders to manage expectations and build trusting relationships. Provide updates in a clear and timely manner, ensuring all parties are aligned and informed throughout the design process.

**Integrate Multidisciplinary Insights**:

- Synthesize insights from research, design, business, and technology to shape innovative services. Champion the integration of these diverse perspectives to drive the creation of services that are both futuristic and practical.

**Drive Human-Centric Strategic Thinking**:

- Utilize deep user insights to guide strategic thinking, placing human needs and behaviors at the core of all design and development processes. Ensure that every strategy and solution enhances user engagement and satisfaction.

**Foster Collaboration and Innovation**:

- Work collaboratively with internal teams and clients to cultivate an environment of shared ideas and mutual respect. Encourage open dialogue and co-creation to leverage collective expertise in service design.

**Develop Talent in Research and UX**:

- Mentor and nurture talent within the team, focusing on the growth of Research and UX practitioners. Create opportunities for professional development and exposure to challenging projects that build skills and expertise.

**Lead Creatively and Expressively**:

- Lead by example, showing creativity and expressiveness in all aspects of work. Encourage the team to think outside the box and be bold in their design choices, fostering an innovative and dynamic work environment.

**Lead Creatively and Expressively**:

- Lead by example, showing creativity and expressiveness in all aspects of work. Encourage the team to think outside the box and be bold in their design choices, fostering an innovative and dynamic work environment.