Service Designer

7 months ago


Abingdon, United Kingdom RM Education Limited Full time

Overview:
At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide. What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work.

**RM Assessment**

The Assessment division provides industry-leading digital assessment products and services to examination boards, government departments and professional organisations across the globe.

In addition to building on its significant UK market presence, RM is expanding internationally with customers worldwide, including Australia, New Zealand, South Africa, Singapore and the Caribbean. This success demands ongoing product development, innovative use of technology and major service evolution.

Our award-winning portfolio of products and services delivers digital assessment solutions for organisations globally in the general qualification, professional qualification, and higher education sectors. Our products carry out hundreds of thousands of on-screen tests yearly and mark millions of paper-based scripts. We have partnered with the world’s leading awarding bodies for over a decade to deliver intuitive, secure, and reliable e-marking solutions. Every year more than a million people worldwide get the marks they deserve thanks to RM software products and services.

We are looking for a Service Designer to drive and connect all Service Design activities across our core product portfolio and innovation work. You will be part of a Design Team where you can expect to access and get the support from other specialists (e.g. user researchers) and by the same token, you will be expected to have the versatility and adaptability to support on UX projects as needed.

You understand the principles of continuous discovery and systems thinking, are comfortable with ambiguity, and have a strong bias for action. You actively seek out opportunities to conduct user research and gather data at all stages of the design process. You are known for your initiative, pragmatic approach to design, and expertise in balancing user needs with business objectives.

You will execute hands-on design for one or more propositions or innovation projects. You will advocate for and work to the design strategy across our digital assessment portfolio. You will think about how to improve the end-to-end service experience in our current product portfolio and how we design customer journeys that link across our digital assessment portfolio in the future state. You will collaborate with cross-functional teams of product managers, engineers, support teams, account teams, etc. to support them across all stages of the design process. You are an expert in workshop facilitation and working with stakeholders to get strategic alignment, bring clarity, and drive impact.

You will report directly to the Lead Designer and work closely with them to implement the design strategy.

This is an exciting opportunity for someone looking to be part of an ambitious, purpose-led company looking to transform learning and assessment.

**Location**: Hybrid, 1 day in the office per week. Plus monthly in-person workshops in Abingdon head office, and occasional travel for user research and customer workshops.

**Responsibilities**:

- Conduct service design activities to scope, plan, co-design, and execute on new service offerings.
- Lead the design and prototyping of ideas and solutions, always focusing on user needs.
- Plan and conduct user research and evaluation activities, turning raw research data into insights.
- Work directly with partners and customers and users to understand their needs and translate them into tangible solutions.
- Facilitate and lead workshops.
- Produce design assets such as service blueprints, user journeys, workflows, personas,, and prototypes - and know which ones are right for the job.
- Engage with stakeholders to inform your design and to advocate for the value of great user experience.
- Be an active member of the design community, sharing best practices and tools with the team and wider business.

**Experience**:
You will have proven experience working as a UX designer or product designer within cross-functional teams, taking a user-centric approach to design and collaborating effectively to build high-quality software products or services.
- Service design excellence
- Laser focus on user centricity - you enjoy working directly with custome



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