Service Design Lead

Description de la mission

advocate for design thinking as our primary approach to shaping customer experiences whilst evolving our methodology for complex organisations and services.

The role involves creating strong relationships with project stakeholders, and driving adoption of service design, whilst blending in stakeholder needs and KPIs into our approach and timelines. Balancing organisational realities in order to deliver great ideas into the hands of our customers.

Responsibilities:
· Use innovative methodologies, facilitate alignment, and lead a customer led approach into the delivery projects that feed off of your work.
· Will have high levels of autonomy to lead and coach designers and stakeholders in assigned project areas.
· Expected to build strong stakeholder relationships in assigned service areas, advocating for the customer, design thinking, and the connection into positive commercial results.
· Proactively advocate on behalf of the customer, and lead teams to turn unmet needs into opportunities. Enable the crafting of high-quality and customer-inspired concepts with the view of formulating compelling CX strategies and end-to-end experiences.
· Proactively advocate the use of research and data to inform customer insight and concept testing and help teams to influence the business in how and why this is important at early stages of shaping services.
· Lead and encourage designers to embrace innovative approaches to solving design problems, and support teams in adopting new methods through exposure and coaching.
· Regroup with the wider Service Design team to share best practice and ways of working, and apply modern system thinking techniques to build a view of the customer across business lines, to help our stakeholders see through the lens of customer.

Experience
· 8+ years of experience and proven track record as a design thinking practitioner.
· 3+ years leading and managing design programs, leading teams and designers.
· Nurtured talent, supported professional growth of a team, and sustained a healthy studio culture.
· Experience creating design programmes and managing large scale projects.
· Possess strong understanding of how to effectively leverage data and research to formulate accurate insights that drive CX strategies .
· Demonstrated the ability to create and incorporate new methods in service design projects.
· Is a champion for the customer, and advocates for proper use of design thinking methodology.
· Comfort with a fast-paced work environment at a rapidly evolving organization.
· Excellent planning and organisational skills, along with attention to detail.
· Excellent written communication, and compelling storytelling and presentation style that generates empathy, engagement and buy-in.
· Proven ability to build strong relationship across stakeholder groups, effectively influencing and communicating across various business lines and functions.
· Ideally has experience delivering CX visions and innovation projects developed with design thinking methodology.
· Experience with cross-channel experiences and connecting services to products, physical touchpoints and digital experiences.
· Experience with financial institutions is beneficial but not necessary.