Service Designer




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Role Summary

We’re looking for a curious and empathetic Service Designer who thrives when collaborating with others to design effective, user-centred services.

You’ll work within a multi-disciplinary team, understanding user needs and organisational requirements to make evidence-based decisions when designing and improving end-to-end services.

Essential skills and experience

  • Awareness of qualitative and quantitative research methods, supporting User Researchers to uncover insights and user needs
  • Understanding and documenting ‘as is’ service journeys. Identifying pain points, inefficiencies and opportunities for improvement across whole services
  • Facilitating effective co-design workshops to determine future service vision, journeys, processes and interactions
  • Aligning multidisciplinary teams to ensure a holistic, joined-up service is created for users
  • Translating user needs and organisational requirements into effective ‘to be’ service design. Working within project constraints, challenging where appropriate
  • Ability to create low fidelity prototypes to communicate ideas and concepts, e.g. sketches or wireframes
  • Providing and implementing recommendations for iterations or improvements based on regular user research, analytics, behavioural data and testing feedback
  • Creating high-quality service design deliverables such as personas, journey maps and service blueprints
  • Effective communication of design ideas and intent. Bringing the future vision to life using storytelling and visualisation techniques, building engagement
  • Communicating with an evidence-based rationale to team members and stakeholders, advocating for user-centred design
  • Ability to identify measures of success, tracking the effectiveness of service changes
  • Comfortable working remotely, and willing to travel to client sites when needed

Desirable skills and experience

  • Previous experience of working on government services, delivering to the Government Service Standard
  • Previous experience of working within an agile delivery environment, as part of a multidisciplinary team
  • Ability to create higher fidelity / HTML prototypes where appropriate to communicate ideas
  • Experience and understanding of other areas of user-centred design, such as User Research in order to support the wider team where needed
  • Experience of mentoring and up-skilling other people in user-centred design methods and ways of working

Values and behaviours

  • Approach your work with curiosity, focus and attention to detail
  • Work openly and transparently, actively sharing learnings with the wider Difrent and client teams through communities of practice, and externally through blogs or podcasts
  • Comfortable managing competing priorities and requests, and delivering at pace
  • Proactive and take ownership of your work, knowing what needs to be done and delivering to a high standard
  • Collaborate and build relationships with team members within and outside of your own discipline, combining your expertise to co-design the best solution for the user and the organisation
  • Self-starter, keen to learn and develop
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