Service Designer - Education - London

Service Designer - Education
London
£400-425
12 months initially
**PAYE or umbrella candidates only please (no PSCs / LTD company workers will be considered) **

Hi All, following the recruitment of the Service Designer towards the end of last year, our client is looking for a CW to take over an existing CW who is going on maternity leave in March. No change to the requirement hired last year and the team set-up remains the same. their biggest stakeholders are the Global Product team who are creating and developing new product offerings (both internal and external) Globally and the service design team will support that function.
Interview layout - 1st Stage Virtual, 2nd Stage F2F (Meet the team)

Job Summary/Description:
This is a service design role, supporting research and product/service design activity across multiple product portfolios for the client's Global Product Organisation. As part of our London Experience Design team, you will support the Lead Service Designer in our documenting current and future service experiences across our product/service landscape, defining new service design proposals, identifying areas for potential optimisation and improvement with existing services, and quantifying the cost and impact of such improvements, using metrics of cost, complexity of implementation, customer satisfaction and revenue. Your research and proposals will depict target experience architectures in an accessible visual manner, supporting the further elaboration and delivery of vibrant, compelling and efficacious service experiences by multiple stakeholder groups and both internal and external delivery partners. The resulting experiences will inform both the configuration of our 'backstage' services and our 'front stage' product offerings, combine services, technology and content in ways that engage and delight our customers, online and offline. You'll manage logistics relating to our research and design processes, planning and coordinating research, both field studies around the world and in our purpose-built, state of the art Experience Lab in Central London. Key Accountabilities - Support operational and logistical delivery of service research and design - Deliver clear visual representations of current and future service environments, highlighting customer pain-points, potential areas for added customer value, and other business-customer interactions - Liaise between the Experience Design team and other functional teams, maintaining regular communication with key stakeholders to support continuous improvement and mitigate risk - Undertake and participate in a wide range of qualitative research, to inform the design of optimal educational experiences - Develop vibrant and engaging service proposals that engage new, potential and existing users, by defining both service provision and product experiences which will delight our customers, driving engagement - Support delivery teams by developing service specifications, cross-system workflow diagrams and service blueprints, surfacing a holistic and consistent view of our services to multiple functional 'silos' - Socialise service design artefacts with Marketing and Technology stakeholders, leveraging their insight and input to achieve buy-in to service design techniques and supporting their own research approaches - Work closely with UX and UI designers to establish coherence within and, where appropriate, commonality across digital experiences on a range of form factors, including desktop and mobile - Specify and explain service experiences to software development teams, to inform and oversee the implementation of your proposals - Rationalise and articulate feedback arising from research, to explain and contextualise the implied design recommendations for Product Owners, stakeholders and peers - Multi-task across multiple projects and remaining calm under pressure

Minimum Required Skills:
- 2-3 years of service design experience, ideally working closely with user experience / product design teams - Post-graduate qualification(s) or equivalent experience in HCI or another design or research discipline - Knowledge and experience of modelling service environments, user flows and business processes - Experienced in the creation of prototypes, for example storyboards or UI prototypes - Strong communication skills - Experience working with a range of local and international stakeholders - Experience of digital educational content (desirable but not essential)

Minimum Education Requirement:
Post-graduate qualification(s) or equivalent experience in HCI or another design or research discipline