Service Design Lead

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.Source Information and Data:Proactively gather relevant information and data from diverse sources as directed by the Design Team management. Focus on compiling data that supports the needs of the Digital Team and its stakeholders, ensuring that all sourced information is timely and pertinent.Collaborate on Creative Outputs:Work closely with stakeholders to extract essential information and transform it into creative outputs. Facilitate workshops and sessions that promote active stakeholder participation in generating ideas and solutions.Understand and Synthesize Requirements:Listen attentively to grasp the overarching requirements of projects. Synthesize these requirements into clear, actionable objectives for the Design Team, ensuring all members understand the strategic direction.Promote Strategic Design Alignment:Develop and promote strategies that ensure designs resonate both with business objectives and customer expectations. Focus on creating designs that align with the business case and enhance customer engagement.Uncover Customer Insights:Lead the application of service design research techniques to uncover deep customer needs and pain points. Use these insights to inform and guide the design process, ensuring solutions are user-centric and impactful.Map and Analyze Complex Journeys:Understand, analyze, and map complex customer journeys and business processes. Use these maps to identify areas for improvement and innovation, guiding the team in the development of streamlined and effective solutions.Develop and Prototype Service Designs:Lead the development of comprehensive service concepts, blueprints, and other service design artifacts. Ensure these documents are clear, actionable, and reflective of both user needs and business goals.Manage and Build Client Relationships:Establish and maintain strong relationships with clients, ensuring they are engaged and informed throughout the design process. Act as a key point of contact and advocate for service design principles.Drive Internal New Business Development:Represent the service design team in new business development efforts, from crafting compelling proposals to leading pitch meetings. Use your expertise to demonstrate the value of service design in solving client challenges.Extend and Share Design Practice:Actively work to extend the craft and share the practice of service design across the studio and beyond. Encourage knowledge sharing and continuous learning within the team and the broader design community.Serve as a line manager for service designers and researchers, guiding their professional development and ensuring they contribute effectively to team goals. Foster a supportive and growth-oriented environment.Requirements:5-7+ years of experience in Service Design, user experience, customer experience or related customer-centric design roles.Deep expertise in human-centered design, research methods like ethnography, contextual inquiry & usability testing.3 years’ experience in an Experience Design role or similar.Impressive and varied design portfolio.Experience designing complex user flows and journeys derived from user stories and business requirements.Experience working in Agile methodology.Experience working within startup environment.
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