Service Designer

You’ll be joining the small Design Team working across the Chief Security Office (CSO), Platform. This Design team has been breaking new ground, showing the value in an area not normally associated with Design. You will be working directly with lab teams and Customer Journey Managers helping them to understand how internal business consumers experience their service, all with the aim of building a more consumer focused and purpose orientated mindset. We shape our own priorities, have permission to challenge and enable the Platform to make informed decisions based on data.

If you lead from the front, are not afraid to roll up your sleeves and want to continue to build design advocacy in this challenging and critical area, this position maybe for you.

About the Opportunity

As a Service Designer, you’ll work within our CSO Design Team, operating across the whole of the Chief Security Office Platform. You’ll be comfortable in the core aspects of service design, ideally having experience in design research as well.

You will be able to quickly understand complex products, cutting through the noise to help the Platform understand the critical things to consumer experience and security outcomes. Needs gathering, research synthesis and Journey mapping will be in your comfort zone. You’ll be at home communicating with senior stakeholders and facilitating workshops.

You’ll love your craft being familiar with other Design disciplines, be able to spot opportunities for prototyping and shaping future work for Design delivery.  You’ll be an advocate for Design Thinking, helping our Customer Journey Managers and Product Teams take a more consumer and purpose led perspective.

It’ll be your role to:

• Work in a technically focused environment, connecting complex security policies and products to consumer needs.
• Operate in short intervention cycles, helping teams to understand their products, explore the consumers’ needs and identify opportunities to enhance security services.
• Plan and facilitate workshops to explore consumer needs, map journeys and identify points of friction or opportunity.  You’ll need to be able to synthesise the outputs and presenting findings in a way that ensures key decisions are well informed.
• Communicate with colleagues and stakeholders to tell the story of research, incorporating multiple perspectives and making the complex simple.
• Naturally collaborate closely with other designers, product owners and engineers.

What you’ll need

• You’ll be highly motivated, proactive and driven to achieve individual and collective goals. You’ll be happy to roll your sleeves up and get involved, building outputs and creating an environment that encourages innovation and continuous improvement.
• You’ll have strong relationship building skills, an innovative approach to problem solving and will be credible when dealing with senior audiences, having the confidence to provide a healthy challenge where appropriate.
• You’ll be able to connect silo products to see the bigger picture, able to work with lab colleagues to gather information and happy to coach Design Thinking methods.
• You’ll possess calmness and resilience when under pressure, and the ability to respond to emerging priorities. Additionally, you’ll have strong communication skills; will be effective in sharing ideas, issues, and implications to senior, technical and non – technical audiences.
• You will ideally have experience in research and design thinking methods.

And any experience of these would be useful

• Experience working as a Service Designer.
• Applied Design Thinking / Service Design in non-customer facing environments
• Ideally you would have undertaken consumer research, facilitated group sessions and worked with other design disciplines to create and test prototypes