Senior Service Designer

About the role

Key accountabilities include:

·       Lead the development of concepts, including the definition of customer needs, task analysis and the creation of sitemaps, process/screen flows and wireframes to meet service delivery outcomes

·       Assess end-to-end customer experiences using participatory and iterative design techniques, including observational studies, customer interviews, usability testing, and other forms of qualitative and quantitative research to uncover insights to learn about user behaviour and verify design concepts

·       Give concepts meaning by visualising service concepts, and creating visually compelling concept models that are fit for purpose and to expected standards

·       Build consensus between services and/or stakeholders to create a continually collaborative environment that sustains good service, resolving technical disputes with varying levels of complexity and risk, solving issues and unblocking problems to meet service delivery outcomes

·       Support and provide expert advice in the creation of services bringing together user needs, business goals and technical feasibility to ensure optimal service delivery

·       Analyse existing business properties / services to identify overall inefficiencies and/or non-compliance and develop and implement solutions to improve business performance based on user needs, available technology, alignment with standards and value for money

About you:

To be successful in this role, you will have:

·       strong collaboration skills with a practical and hands-on focus

·       experience in procurement and procurement systems

·       either designed and implemented platform operational support services or worked within platform support at a senior level

·       a strong ability to work with product owners and technical teams and be able to represent the user journey across the procurement ecosystem

·       the ability to develop visual aids to explain and articulate user journeys and how these work for operational requirements

·       the ability to design products or services that cater for the needs of customers and the organisation while balancing often conflicting requirements and managing expectations

·       the ability to challenge established traditional thinking around service or product development and contributing to a culture of innovation in human-centred design