Senior Service Designer

3 weeks ago

Edinburgh, United Kingdom Hymans Robertson LLP Full time

We have a growing team of wonderful designers, driven with passion to problem-solve and make an impact for our customers and colleagues. Our team is leading on embedding human-centric design and thankfully we have top-down support to make this happen. With your expertise, you can really help us make a difference by leading and building up our service design capability. It’s a good time to get involved.

You can lead on helping us scale this way of working and enable our company not only to achieve our clients vision, but continuously evolve to meet their changing needs. You will also be a key person driven by insights and data helping us drive the implementation of the Experience Vision across the business while growing our people.

This role provides an opportunity to work across cross-functional teams, influence the direction of our business and senior leaders, be part of the welcoming, supportive and generally fantastic working culture at Hymans Robertson.

What you’ll do at Hymans:

- ** Plan and lead service design work**, making complex and technical information and language simple and accessible for technical and non-technical audiences
- ** Create and improve our services**, working collaboratively with multi-disciplinary teams
- ** Evaluate existing services and customer journeys** to make them usable, feasible and desirable
- ** Consistently embed inclusive and accessible design principles** in your work
- ** Be a leader for service design** within the Experience Design team and wider in Hymans, educating and collaborating across business units
- ** Prioritise insights and findings** alongside product managers to satisfy user needs quickly and profitably
- ** Collaborate** closely with user researchers, other designers, developers and stakeholders, ensuring that user needs are understood and met, balanced against business needs and operating constraints.
- ** Set targets and measures** for customer satisfaction
- ** Lead workshops with business stakeholders and end users** to define and drive the service vision and map out future customer experiences

Who you are:

- You have strong facilitation & communication skills (verbally, visually, and in-writing)
- You are experienced working Agile and liaising with product managers
- You have experience leading design sprints, co-design sessions, and in fact the variety of service design methods appropriate to the goal in hand
- You can demonstrate how your input has led to improvement in service design where you have worked
- You can evidence managing people and projects to achieve business goals
- You have worked in a highly-regulated industry such as financial services
- You have expert relationship management and influencing skills, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels
- You can easily translate requests into briefs (problems and hypotheses to solve) that are both clear and motivating for the team and stakeholders
- You are adept at working with senior stakeholders to influence and agree strategic direction and ensure support in executing service visions
- You are comfortable and great at coaching, guiding and mentoring junior members of the team and others new to Service Design

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