Service Designer

Mercator Group; Crowborough; Hybrid; GBP 42,000 - 66,000; Full time

Benefits offered by this job

Above market rate

25 days holiday per year (plus bank

p

Job summary

Mercator Group in the United Kingdom is seeking a dynamic Service Designer to design coherent, integrated service offerings based on user needs and define design strategy for a set of services. You will work in a multidisciplinary team with Researchers, Designers and Developers to deliver world-class, user-centred services.

The role involves planning user research and usability testing, mapping journeys and blueprints, prototyping services, collaborating with stakeholders across teams, and

Qualifications

• Ability to design complexity out of services.
• Experience designing digital products and/or services and planning service design project engagements.
• Experience planning and running workshops with stakeholders, end users and/or front-line service providers.
• Solid understanding of user research methods and practice, and ability to use metrics and user feedback to refine services.

Responsibilities

• Understand user needs and create user journeys for complex systems.
• Identify where separate interactions form a single service and design cohesive journeys.
• Analyse failure within services and propose design improvements.
• Develop future service propositions that deliver on policy intentions.
• Plan user research and usability testing, observe sessions, and analyse results.

Skills

Service design

Stakeholder engagement

User research

Workshops

Agile environment

Communication skills

Team collaboration

HTML basics

Leadership

Education

Design degree

Tools

HTML

CSS

Job description

We’re seeking dynamic, forward-thinking Service Designers with excellent communication skills. You will be open-minded, happy to work on your own or as part of a team and want to learn new technologies and promote best practice. As a Service Designer you will help us design coherent, integrated service offerings based on user needs, and define the design strategy for a service or set of services. You’ll work in a multidisciplinary team alongside Researchers, D esigners and Developers, to deliver world-class, user-centred services. You’ll be part of our active and supportive design community.

Job type

Full time, permanent. We encourage those who may need a more agile approach to the structure of their working day to apply; we are always willing to discuss flexible options where we can.

Location

You’ll be expected to travel to our customer’s site and potentially sites UK wide; working from client/office/home locations as appropriate.

As a Service Designer you will:

• Understand user needs and create user journeys that help people successfully navigate complex systems
• Identify where separate interactions should act as one service and design rational user journeys within that service, as well as commonalities in activities across services that create opportunities for product development
• Analyse failure within existing services, identify root causes for that failure, and create designs or recommendations to address that failure
• Develop future service propositions that deliver on policy intentions
• Help to plan user research and usability testing, observe sessions, and help to analyse the results of user research
• Identify opportunities for cost reduction and improvement within an existing service
• Understand the existing support system for a service (both digital and process based) and design targeted improvements to existing services or to accommodate new services
• Map current service journeys and create blueprints for improved and/or new services
• Create and rapidly iterate service prototypes
• Identify and design service patterns
• Identify the right ways to measure service success
• Build collaborative relationships with stakeholders, across teams and service domains
• Define and conduct excellent stakeholder engagement
• Be a knowledge expert in service design
• Participate in thought leadership; introduce ideas and approaches to the broader team

You will have:

• The ability to design complexity out of services
• Experiencedesigning digital products and/or services and planning service design project engagements
• Experience planning and running workshops with stakeholders, end users and/or front-line service providers
• Solid understanding of user research methods and practice, proven experience in using metrics and user feedback to define/refine services and be able to work collaboratively with user researchers and interpret research findings
• Ability to analyse and visualise user journeys and service flows
• Ability to clearly and persuasively communicate designs as well as the evidence underpinning decisions
• Work collaboratively with multidisciplinary teams
• Ability to work quickly in an agile environment
• Have a design related degree, or relevant industry experience
• Basic understanding of html and css
• Exceptional skills in convincing people of the benefits of user-centred design and designing integrated service offerings
• Experience of introducing positive change into working practices, teams or organisations
• Leadership and excellent communication skills; clear ability to collaborate and build useful relationships

In return you’ll receive:

• Above market rate (dependent on experience)
• 25 days holiday per year (plus bank holidays and your birthday off)
• Company pension
• Group life cover
• Enhanced maternity/paternity package
• Employee Assistance Programme
• We also offer an electric vehicle scheme and cycle to work scheme

*Applicants must have the right to work in the UK and the ability to pass BPSS vetting