Service Designer

7 months ago

Farringdon, United Kingdom Southern Housing Full time

**The role**

Reporting to the Senior Service Designer, this role’s key purpose is to:

- Identify how SHG (Southern Housing Group) can reduce cost of delivery and improve outcomes through re-design of user experience, business processes, and better collaboration across systems.
- Ensure all digital solutions delivered through our Digital Strategy are consciously designed based on understanding the needs of the people who will use them.
- Deliver service design workshops, user research, customer journey mapping and prototyping in order to understand user need around a new and re-designed service.
- Research and analyse data and business processes to be able to produce a service design with an understanding of the challenges or the ‘as is’.
- Engage with customers and colleagues to provide designs that will steer the build of digital solutions to a successful delivery.

**The location**

You’ll be based at one of our main offices in either Farringdon, Croydon or Sittingbourne, with the option for working in a hybrid way when appropriate and as agreed with your manager. You will also be able to travel within the south of England as required.

**What you’ll be doing**:
Key role responsibility is to work across multiple projects to design the end-to-end journey of an inclusive and accessible service, and complex systems.
- You'll design holistic services that work for a wide range of people, and will support the Product Owners, Digital Change Manager, Digital Project Managers and Technology Solution Team and wider disciplines to embrace the importance of accessible and inclusive service design.
- You'll be flexible enough to meet the needs of technical IT projects where business, process or data analysis and requirement gathering is needed.
- You'll work across key areas of service design including user research, data mapping and analysis, technical solution design.
- You'll understand systems level thinking, understanding the complex and the human, while being able to articulate your design solutions to a wide range of internal and external stakeholders.
- You'll design with groups of people and then communicate design decisions within the project team and at governance level steering

**What you'll need**:

- 3-4 years experience in a similar role
- Ability to be part of a multidisciplinary project team (i.e., with product owners, project managers, technical resources) to design services that work for people.
- Participate in design and / or research sprints and facilitate them as part of an Agile team;
- Create service design communication and prototypes utilising online tools (Axure, Miro, Mural, Balsamiq etc)
- Effectively communicate design ideas using a variety of techniques, including service models, user journeys, system maps, service blueprints and/or infographics (as per tools above)
- Conduct and undertake analysis of service usability tests.
- Participate in a range of design workshops with colleagues and customers and be able to facilitate these as required.

**About us**

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.

**What's in it for you**

**Pension**

**Life**
**assurance**

**Healthcare cash plan**

**Eyecare & dental**

**Birthday**
**leave**

**Retailers discounts**

**Cycle**
**to work**

**Buy & sell**
**annual leave**

**Season ticket loan**

**In-house academy & career development**

**Flexible working**

**Inclusion & Diversity**

We work hard to create a diverse and inclusive culture and environment where people are respected for who they are. Encouraging inclusion is not just about protected characteristics, it’s about celebrating differences of thought, opinion, experience and perspective of each individual.

We’re all different in our own way and we want our colleagues to feel comfortable, that they belong, and are safe to be themselves at work, without fear of being judged or excluded, but valued for their contribution to our One Team approach.

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