Service Designer

9 months ago

Manchester, United Kingdom IBM Full time

Introduction

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

A career in IBM CIC is rooted by long-term relationships and close collaboration with clients across the globe.

You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities

Service designers work to create end-to-end and front-to-back enterprise experiences for prospects, customers, business partners, and employees that span face-to-face and digital interactions. They use human-centered approaches to shape and define the value exchange between a service provider and the user across touch points, time, and channels.

Your Role and Responsibilities

We are looking for a Service Designer to join an agile team. The role will involve:

- Designing concept journeys, blueprints, and roadmaps that communicate how the total user experience can be elevated beyond the immediate product or service;
- Facilitating the collective understanding of the end-to-end, front-to-back experience by mapping the orchestration of events at the intersection of technology, business and design;
- Shaping how behind-the-scenes processes and support functions interact with each other and how these impact the design process;
- Embedding design practices within organizations to create a sustainable approach to service the needs of the user.
- Working with User Researchers to generate insights through research with users, staff and stakeholders to shape a holistic view of the total user experience;
- Analysing, consolidating, and communicating research findings to stakeholders in order to strategically frame, validate and quantify the problem being solved and help inform the wider strategic roadmap of initiatives.

Required Technical and Professional Expertise
- Experience of planning, scoping, conducting analysis and communicating Service Design throughout the Agile product development lifecycle.
- Experience of planning and facilitating workshops to reach a specific outcome
- Experience of working within an Agile scrum team (working across Designers, Product Owners, Developers, Business Analysts and other Researchers)
- Ability to convert a single or a group of research findings into specific prioritised recommendations.
- Ability to use tooling that supports the creation of service design artefacts

Preferred Technical and Professional Expertise

N/A

About Business UnitThe Client Innovation Centre (CIC) is an innovative and exciting part of IBM. A fast-paced and dynamic business built to deliver high-value technical services to world renowned clients. All of our employees work in a consultancy environment on a variety of exciting projects across a range of sectors. Every project has its own unique working environment - this enables our employees to build their experience, skillset and network. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems?

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

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