Service Designer

2 weeks ago

London, United Kingdom Ashurst LLP Full time

**Service Designer**

**Ashurst's Digital Experience Team, [London/ Glasgow]**

**About Ashurst**

Ashurst is a leading progressive global law firm with a rich history spanning more than 200 years. We are proud of our history and are future-focused, having expanded into new technologies through our NewLaw division, Ashurst Advance, and our consulting arm. Our in-depth understanding of our clients and commitment to providing excellent standards of service have seen us become a trusted adviser to local and global corporates, financial institutions, and governments in all areas of commercial law. To find out more please visit.

**Division**

Ashurst Advance

**Practice Group**

Office of the Chief Digital Officer (OCDO)

**Team**

Digital Experience

**Role**

Service Designer

**Title**

Manager - Digital Experience

**Reporting to**

Sarah Chambers - Director, Digital Experience

**Location**

UK (London or Glasgow)

**Role overview**

We are recruiting for a strategic and collaborative Service Designer to join the Digital Experience (DX) team within the OCDO at Ashurst. The DX team is a supportive team that is unafraid to push boundaries and deliver change.

The OCDO is responsible for the articulation and implementation of the firm's "Get Digital" strategy and has digital experience at the heart of its approach.

The DX team works as an in-house research and development team supporting the initiatives of the OCDO through its capability and expertise in UX Research, Service Design, UX/UI Design and Legal Design.

The team supports the entirety of the "Get Digital" portfolio that encompasses Client Solutions, Digital Workplace, AI and Automation and Digital Culture and Literacy. The team also supports broader firm and division initiatives on a consultancy basis as required/ appropriate. Recent work has included envisioning the future digital workplace at Ashurst, designing and implementing numerous AI Trials for large swathes of the organisation, developing the firm's AI strategy and designing client facing digital products.

**What will you be doing?**

Day-to-day, you'll collaborate with cross functional teams, influence decision making and drive transformation in legal service delivery.

Your responsibilities will include, but are not limited, to:

- Understanding the user

Leading user research activities including:

- conducting user research, testing and workshops with users, internal and external, to elicit pain points, needs, requirements and understand behaviours;
- analysing, translating and synthesising often complex and sometimes legally intricate user experience insights into actionable design and strategic recommendations; and
- bringing user research insights to life through visual and storytelling techniques so that they can be understood and appreciated by a wider audience.
- Designing and delivering digital experiences

Including:

- end-to-end service design including the selection and use of appropriate service design tools, methodologies and approaches that support the objectives and goals of the work and the people, problems and processes that are being tackled;
- designing in-person and remote experiences and touchpoints to engage, inform and educate;
- creating wireframes, prototypes, visuals, storyboards and interactive high-fidelity mock-ups that bring product, service and solution ideas to life so that concepts can be communicated, tested and iterated; and
- monitoring the impact of design work and iterate as needed.
- Creating the conditions and setting the standard

Including:

- championing user experience evidence based decision making across the firm and instilling an experience-led culture;
- driving organisational change by advocating for service design best practices;
- developing and maintaining resources, templates and standards for use by the team, function, division and firm and coaching and upskilling others in the field, ethos and culture of service design; and
- cultivating a culture of experimentation and continuous improvement within the team, practice, division and firm.
- Driving the strategy and roadmap of the OCDO

Including:

- informing and influencing investment, prioritisation and sequencing decisions based on the digital experience team's research and insights.

**Capabilities/ skills we look for**

Confident and diplomatic communicators

Collaborative, direct yet diplomatic, and inspiring visual communicators, mediators and storytellers who can articulate their work and concepts in a way that suits the audience and can translate between technical and non-technical.

Realistic reality makers

Pragmatic and resourceful reality makers that can translate ideas into reality through prototyping and experimentation bringing the future alive whilst mindful of the constraints of today.

Agile adapters

Ability to use skillsets and superpowers in a malleable way. Agile, adaptable, and open to learning with the ability to harness ambiguity to shape new opportunities

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