Service Designer

4 weeks ago

London, United Kingdom Plutus Full time

BPP Education is entering a new phase of its growth and evolution, attracting thousands more students each year and expanding into new verticals and new markets globally. The BPP Product& Technology (P&T) organisation is evolving rapidly, and driving transformation of its platforms, digital products and experiences, in order to help BPP Education scale and meet the growth of the business in the coming years.

We’re looking for a service design professional who will work across our Product Squads to deliver connected experiences that delight and engage learners during their time studying with BPP and beyond, throughout their working lives.

As a Service Designer, you will report to the Head of Service Design, working across multiple Product Squads. Collaborating closely with the other BPP P&T functions (Engineering, Product Management& Data), you will help transform BPP Education to become more customer centred, design and data informed, to build products that meet and exceed our users’ needs .

Key responsibilities:

  • Help ensure product design objectives are met whilst elevating the understanding and status of user-centred design within BPP, advocating the building of products and experiences rooted in customer empathy
  • Help integrate product experience principles in all digital products ensuring clarity, coherence and consistency of the user experience across the BPP ecosystem
  • Alongside User Researchers; help multiple Squads integrate user insights – alongside marketing analytics, SEO and commercial data, to improve robustness of recommendations
  • Help ensure user testing approaches are seamlessly integrated into the Product Squad’s design and development lifecycles, and that qualitative and quantitative data is utilised to drive demonstrable improvements
  • Ensure that product Squad activities always have the customer at their heart – so that we add customer value and continue to solve complex user needs across end-to-end user journeys
  • Promote an iterative, evidence-based approach to design – ensuring all design output follows best practice, including: user journey maps, storyboards, service blueprints, workflow maps, wireframes, personas, UX prototypes; and all other visual artefacts to support Product Squads 


  • Collaborate closely with Product Managers to ensure all Squad members are regularly involved in the product design life-cyle – from ideation and discovery through to complex problem solving
  • Regularly share work with other Service and Product Designers to ensure collaboration and inspire others across the Product Design team
Essential Skills:

  • Proven track record of success as a UX&/or Service designer with experience of integrating actionable user insights into product delivery roadmaps
  • Substantial experience in digital product design – ideally across web, mobile apps and enterprise software.
  • Expertise in one or more of the following, good working knowledge of the rest: Service Design (including Systems Thinking and Service Blueprinting), UX Design, Mental Models Design, Design Thinking and problem framing methodologies
  • Experience in implementing Design Thinking frameworks and facilitating problem framing and project discovery workshops
  • Experience in working with a wide group of stakeholders and their needs – from customer support to marketing and other SMEs. Ability to synthesize those needs when thinking about orchestrating both end-to-end and front-back experiences.
  • Proven application of user-centred design approaches to address complex UX and service design problems
  • Experience in agile product delivery and rapid prototyping, with an understanding of how quantitative and qualitative data can drive improvements and provide the rationale behind product design direction
  • Solid foundation in the use and collation of data from user feedback, analytics, usability and survey tools (eg. Google Analytics, Google Optimise, Content Square, Optimal Workshop, Qualtrics, Qualaroo, Site Improve et al)
  • Expertise in using industry standard research and design tools (e.g. usertesting.com, Axure, Miro, Omnigraffle, Adobe Creative Cloud, Sketch, Figma et al)
  • Expertise in helping to identify and solve accessibility needs in the design process Effective communication, presentation, and storytelling skills
Desirable Skills:
  • Experience in working with content designers and SEO executives
  • Experience in the Education Sector
Core Skills: Agile, User Research, Prototyping, UI/UX, User Focused Other Skills: Mobile Design, Product Design, User Flows, User Personas Seniority: Mid #J-18808-Ljbffr

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