Principal Service Designer

The Principal Service Designer is a key role in how we create a user experience for our laboratory scientists that transforms how they work and feel about working in the laboratory. This design leader will work with the Lab Scientist Experience Team, with scientists in R&D and other product teams to build a 1–3-year plan on how we utilise Service Design to holistically transform our scientists’ experience. This role is focused on the Scientist user experience at a software platform perspective and how this creates opportunities for Digital, Data and Analytics functions, and so DDA teams and their needs are a key partnership.

We create a place where people can grow, be their best, be safe, and feel welcome, valued and included. We offer a competitive salary, an annual bonus based on company performance, healthcare and wellbeing programmes, pension plan membership, and shares and savings programme.

We embrace modern work practises; our Performance with Choice programme offers a hybrid working model, empowering you to find the optimal balance between remote and in-office work.

Discover more about our company wide benefits and life at GSK on our webpage Life at GSK | GSK

In this role you will 

• Provide Design Leadership: Planning and executing the end-to-end activities to drive Design Thinking and Service Design, from problem definition to prototyping and blueprinting, influencing stakeholders and advocating ways of working that deliver real solutions to real business problems and challenge traditional ways of working and processes.
• Perform User Research: Conducting qualitative and quantitative research to understand user needs, behaviours and pain points within business processes and lab/desk activities and translating insights into actionable design recommendations.
• Perform Service and Journey Mapping: Through the development of personas representing diverse users, service blueprints and user/data journey maps, designing interactive service structures that describe interaction between the real world (including lab equipment) and the digital/data world.
• Prototype and Usability Test: With support from UI Designers, creating prototypes based on the proposed solutions, then conduct rigorous usability tests to gather feedback. Analyse results to refine the digital solutions, focusing on improvements that significantly increase the efficiency and effectiveness of R&D tasks.
• Collaborate & Manage Stakeholders: Working collaboratively with key business stakeholders, SMEs, product owners, UX/UI designers, and solution delivery teams to ensure a seamless integration of service design principles into product ownership and delivery. Communicate design concepts and strategies to stakeholders at various levels of the organization, ensuring alignment and buy-in.
• Drive Continuous Improvement: Monitoring and evaluating the performance of processes and services, using data-driven insights to drive continuous improvement.
• Develop our Service Design Plan: Using insights from user research and design thinking to develop Service Design models for business functions that consider both material and immaterial ecosystems, applying design thinking methodologies to analyze and improve service experiences.

Why you?

Basic Qualifications & Skills:

We are looking for professionals with these required skills to achieve our goals:

• Practical experience in planning and performing user research, experience design (interaction design, information architecture, visual design, etc) and usability testing
• Solid experience in service design with demonstrated experience with influencing stakeholders and driving change
• Strong analytical and observational skills with a demonstration of creative approaches to problem solving
• Knowledge of the software design and delivery process (both analytical and technical)
• Team player skills with exceptional collaboration and communication skills
• Awareness and willingness to roll up your sleeves with a desire to learn new things and jump into the unknown
• Natural curiosity and motivation to dig into the details in order to understand and improve upon a technical, complex, and constantly evolving problem space

Preferred Qualifications & Skills:

Please note the following skills are not necessary, just preferred, if you do not have them, please still apply:

• Experience in working in Enterprise UX & Design, preferably within the pharmaceutical industry
• High proficiency in the selection and use of standard UX and design tools