Service Design Lead, Organisation of The Future

7 months ago

Farringdon, United Kingdom Save the Children Full time

We are looking for 2 proactive and collaborative individuals to join the People Team as **Service Design Leads.**

These roles present an exciting opportunity to work with the People team, Organisation of the Future team and cross-organisationally on our transformation programme, shaping a new approach to Service Design at Save the Children UK.

***About Us**

Save the Children UK believes every child deserves a future. In the UK and around the world, we work every day to give children a healthy start in life, the opportunity to learn and protection from harm. When crisis strikes, and children are most vulnerable, we are always among the first to respond and the last to leave. We ensure children's unique needs are met and their voices are heard. We deliver lasting results for millions of children, including those hardest to reach.

**About the role**

As part of our organisation wide transformation programme, Organisation of the Future (OoF), the People Team at Save the Children has been on a journey to be more agile, data driven and customer experience oriented. We are now looking to bring this approach to all our central services and are looking to redesign the way we offer services internally. We hope that this will help build our muscle as a human-centred organisation from the inside out. This will also help us realise our ambition of becoming an Agile organisation.

These new **Service Design Leads** will be key in ensuring that we align and embed design thinking and a customer centric approach into **all** our colleague-facing products and services. The role-holders will collaborate closely with all Central Services Teams and lead on service design of products and services that impact the employee experience, ensuring that colleagues' needs are understood, and solutions are designed with our people at the heart.

These roles will be a highly visible and an integral part of the People Team and Organisation of the Future team. The change in the People Team's way of being and working is a pilot for the wider Organisation of the Future Change Programme and so it is crucial that these roles are Champions for the People Team across the Organisation and role model the design principles of the Programme (Agile, Adult, Experience, Iterative).

**In this role, you will**:

- Work across multiple projects and complex systems to design/redesign colleague facing services, providing expertise in design thinking, guiding the team to see and think about the service as a part of an end-to-end journey.
- Undertake user research to ensure that all services and related products are intentionally designed based on a deep understanding of the needs of the people using them, ensuring inclusion and accessibility at all stages.
- Research and analyse data and internal processes to give a full understanding of existing challenges (the ‘as is')
- Design and deliver service design workshops, customer journey mapping, prototyping, and testing; bringing Service Design expertise to Agile teams/squads and making sure that solutions are designed with users at the centre.
- Mentor, train, and develop the People Team and wider Central Service teams and colleagues in Service Design and Design Thinking methodology, tools, and practices.
- Work with Organisation of the Future team to define, implement, and embed an Organisation of the Future Service Design approach including establishing Service Design Communities of Practice

**About you**

With high levels of self-management, you'll be committed to continuously learning, adapting, and responding to change, and working with others in an agile way.

Joining us during an exciting period of organisational transformation, you'll be open-minded and comfortable working in an agile and emergent way.

**To be successful, you'll bring**:

- Service design expertise in designing customer-centric end to end solutions.
- Experience in mentoring and developing other people's capability and confidence in design thinking customer/human centred service design.
- Experience of working as part of a multidisciplinary project team, with the ability to engage people meaningfully in customer-centric service design and drive forward the delivery of a user centred design solution.
- Experience of working in Agile teams and participating in/facilitating discovery, design, and development sprints
- Effective at communicating design ideas using a variety of techniques, including service models, story boards, user journeys and service blueprints and the ability to create service design documentation, communication, and prototypes utilising online tools (e.g. Mural)
- Excellent facilitation skills and experience - able to elicit desired outcomes from end users through workshop facilitation and user research and able to facilitate engaging and impactful meetings and learning sessions.
- Self-awareness and excellent relationship building abilities.
- Willingness to constantly learn, including from feedback and to fl

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