Lead Service Designer

Lead Service Designer - Edinburgh/Hybrid - £455 a day - 6 - 12 months

Purpose of role:
Lead the design of the experiences of customers, advisers and employers across different communications, operations touchpoints, and channels of a service. Use a human-centred approach to understand the needs, pain points, and expectations of the people involved in the service, as well as the business goals and constraints. Collaborate with other stakeholders to co-create solutions that are desirable, feasible, and viable. The Senior Service Designer conducts user research, creates journey maps, prototypes ideas, tests and validates prototypes, develops service specifications, facilitates workshops, and measures the impact of service design interventions.

• Conduct customer and adviser research and service analysis to identify the current state and gaps of a service.
• Plan and coordinate the work of team members and subject matter experts on initiatives to ensure all data points and insight requirements are captured as a core part of service reviews and future experience shaping.
• Create personas, journey maps, service blueprints, and other artifacts to communicate the insights and opportunities for improvement.
• Apply strategic thinking to develop and deliver service specifications, guidelines, and standards to ensure the quality and consistency of the service delivery.
• Host or facilitate complex discussions/workshops and co-design sessions with users, stakeholders from across the business, and partners to foster collaboration and alignment.
• Work with a range of stakeholders and senior leaders to develop design concepts.
• Generate and prototype multiple solutions to a given design problem for new or improved service concepts, features, and processes and test accordingly.
• Measure and evaluate the impact and outcomes of the service design interventions.
• Listen to the needs of technical and business stakeholders and interpret them.
• Manage communication and expectations between stakeholders and various business areas.
• Use initiative to identify problems or issues in team dynamic
• Assure quality of design across delivery teams.