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Senior & Lead Service Designer

Automotive brand and Fintech

2x Senior-Lead Service Design positions. Both represent a great chance to be part of an established digital/CX team, leading design initiatives that impact end-to-end customer journeys for a range of consumer-facing products and services.

The client

2 clients looking for a similar level of Service Designer.

Client 1 – Ethically-focussed Fintech who’ve just now launched as a bank. Your work will have a meaningful impact on a large scale. You’ll be working with teams of Designers, Product Managers, Engineers and other stakeholders to lead the design of services that deliver on user needs and business objectives. This is a newly created position, so they’re looking for someone who can take a leadership role in advocating for service design across the business.

Client 2 – House-hold automotive name that most people will be familiar with. You will work closely with senior stakeholders such as the Head of Brand, Head of Product, Tech Leads and Solution Architects to ensure creative and experiential alignment across products, channels and technology. A hands-on role, reporting to a Head of Experience whilst also being comfortable taking the lead in facilitating engagement with a wide range of stakeholders as well as mentoring and coaching others.

The role

  • You’ll lead projects to design services that work for a wide variety of people across the product ecosystem.
  • You’ll support Designers embedded in product tribes on end-to-end projects from defining the challenge and understanding the problem through to bringing them to life in digital experiences.
  • Facilitating design workshops, design sprints and other collaborative activities to bring stakeholders together.
  • Leading high quality research on multiple aspects of how users engage with products and experiences and turning insights into service opportunities.
  • You’ll set the standard for Service Design, educating and coaching teams in the value a service design approach brings to our overall service development.
  • Mentor other members of staff in service design approaches and help raise the influence of human-centred design as part of the wider CX team.

Your role is strategically important in both companies, influencing the way they work to design services end-to-end, surface-to-core, across the organisations.

The candidate

You will be well versed in applying a range of human-centred design methods to solve complex problems and facilitating cross-functional teams to design new services.

You’ll be a seasoned facilitator, able to effectively collaborate to engage both customers and service development teams, helping them understand their services from a customer point of view and how to optimise business processes to deliver holistic and meaningful improvements that effective deliver on customer and business outcomes.

You’ll have a background in qualitative and quantitative research and have a strong grasp of how to use data to understand the end-to-end service experience. You’ll enjoy storytelling and facilitating and be able to effectively communicate at all levels through blueprinting, journey mapping, prototyping and a range of relevant methodologies to bring people along the journey.

You can demonstrate conceptual thinking and visualisation, envisioning journeys, systems, ecosystems etc. in a way that is usable and clear for many different stakeholders.

You have a passion for inclusivity and accessibility.

In addition, you will be working closely with product teams to ensure digital elements of the experience support the holistic end-to-end service experience.

 

If this sounds like a good match then please send your CV and portfolio ASAP to stand the best chance of getting an inteview.

We welcome those with alternative identities, backgrounds, and experiences. Our team includes parents, the self-taught, the university-educated, and people of a wide variety of nationalities, ages, and socio-economic backgrounds.

Obviously, we’re looking to ensure it’s a solid fit from both sides: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day for work.

We know that diverse teams are strong teams, and welcome those with alternative identities, backgrounds, and experiences to apply to be part of life at Zebra People. We are committed to a fair and accessible recruitment process for all candidates. We would be happy to meet any accommodation requests during the application or interview process, please just let us know.