Service Designer ( Mid Level)
Full Time, 37.5 Hours
FTC - 9 months Matenrity Cover
Experience Lab, London
Competitive Salary + Benefits
Our mission at ExperienceLab is to deliver world class B2C and B2B customer insight and service design in both the public and private sector. We want to help organisations put people at the heart of their decision making - from improving the experiences of our clients' customers to influencing and shaping solutions for citizens and businesses in meaningful ways.
Our work matters and to ensure our success we're looking for a Service Designer (mid-level) who can help us deliver service design in new and exciting ways.
We're looking for someone with a range of research and design skills who can conduct discovery research, run co-design and co-analysis sessions, develop solutions using different tools, and support in the running of user testing and/or pilots.
Someone who is well versed in the research methodology toolkit and who is passionate about delivering human centred services. In this role, you'll report to a Senior Service Designer to help deliver our service design capabilities.
As a service designer, you will work as part of a team on large projects and will also be responsible for running smaller projects to time, within budget, and always delivering high quality outputs for our clients.
Main duties
- Demonstrable knowledge of service design and user centred design practices for both public facing and internal services and applications.
- Experience in a range of service design methods and sub-disciplines, for example, but not limited to user journey mapping, service blueprinting, service mapping, and workshop facilitation.
- Experience of working in cross-disciplinary teams and ensuring that the process for making design decisions is based on design knowledge, user research and understanding the user journey.
- Proven ability to develop skills and transfer knowledge of service design and user-centred design into new areas of an organisation.
- Experience of ensuring products and services adhere to, and are designed according to, the relevant user-centred design and accessibility standards.
- Evidence of continuous professional development
- Have experience implementing solutions that are desirable, viable and feasible for an organisation to deliver and are supported with change initiatives and implementation recommendations.
- Work with stakeholders to analyse and synthesise research data into user-centred solutions
- Work under mentorship of more senior user researchers to learn and support the development of best practice approaches for our practice, projects, and proposals.
Essential skills and experience
- Demonstrable knowledge of service design and user centred design practices for both public and private organisations.
- Experience in a range of service design methods and sub-disciplines, for example, but not limited to user personas and journey maps, service blueprinting, service mapping, and workshop facilitation.
- Experience of writing insights and recommendations in a physical or digital service
- Comfortable creating and testing prototypes at varying levels of fidelity to suit project needs
- Comfortable using and learning new whiteboarding, prototyping and design software and tools
- Strong understanding of designing and running user testing/usability testing sessions
- An understanding of how to set up, and run, co-design sessions with stakeholders, including examples of different activities used to elicit solution-led ideas
Desirable skills/experience
- Worked on Big Tech projects (e.g. for Meta, Amazon, Netflix, Google, Apple)
- Understanding of the double diamond methodology and/or the Government Digital Services (GDS) framework
- Understanding of agile methodology
- Using data analytics to inform user needs and evaluate implementation success
- Comfort in using visual design tools and software to bring ideas, concepts, and prototypes to life in - paper, clickable or code - (e.g. Adobe CC and Figman)
- An understanding of managing end-to-end research projects and timelines
- Experience of working in cross-functional and/or product teams
- Experience with prototyping and working with developers to build digital apps and/or websites
- Experience of doing any of the above in 'essential'
- An interest in accessibility guidelines and principle
About you
- At least two years' experience working on service design projects
- You're curious and passionate about research and design, and thrive on finding out what makes people tick
- You're a strong communicator and love presenting your work and writing compelling research narratives
- You're diligent and disciplined in don't mind getting stuck in to ambiguous and meaty research and design challenges
- You're a self-starter, who can manage time to cost and quality with little to no support.
- Trusted to make good decisions yet still understand when to ask for help.
- You're proactive, kind, and adaptable, with a mature, resilient, and positive mindset
- You're solution driven and like to solve problems by identifying ideas and actions for continuous improvement
Our recruitment process
We conduct all our interviews across one week using the following structure:
- Virtual call with a member of the SLT (30 mins)
- In-person capability interview including a task, and a range of competency-based questions (2 hours)
- Final virtual interview with our MD (30 mins)
Why ExperienceLab?
Meaningful and vital work: We are part of Serco which enables us to apply our skills to make a real difference in people's lives. We deliver sustainable improvements through innovative user-centred design, delivering efficiencies and savings for our customers.
A world of opportunity: In addition to our thriving private and public sector client base, you'll have the opportunity to create real change across all our sectors.
Great people: Our highly skilled team are committed to delivering great outcomes, we're a diverse & close-knit, hailing from a range of professional backgrounds, cultures & continents
Life at ExperienceLab: You will have the opportunity to work on a range of different projects that will sharpen your research and analytical skills. Life can be fast paced, and it is likely that you could be working on multiple projects at once, but it is highly rewarding, and you will be exposed to a range of people with expertise you can learn and develop from.
What we offer:
- A competitive salary, pension (matched up to 6%), life insurance; 25 days leave & bank holidays.
- A fantastic culture and supportive team with regular team building activities; volunteer leave; and continuous training & development
- A range of benefits to support the health and wellbeing of you (and your family) such as Employee Assistance Programme, Thrive App, Simply Health Plans, Cycle to Work Scheme Annual Leave Purchase Scheme and more
- Access to a huge range of discounts and exclusive deals
- The chance to make a positive difference in a company passionate about diversity and inclusion