What you'll bring

• Minimum 8+ years of experience across varied users, business problems, and devices.
• Service designer as core with skills/ability in UX
• Ability to lead projects with multiple designers.
• Demonstrate experience in coaching and growing more junior members of the team

Expertise

• An expert in Service Design with strong UX ability.
• A strategic and creative thinker, that can solve complex business challenges and is able to inspire team members and clients with compelling, well-thought-out design solutions.
• Understanding of the end-to-end digital product lifecycle – from design, to development, to monitoring and improvement – and expertise in collaborating with all the related professional roles
• A systemic thinker that carries the Service Design mindset around with them, applying methods and tools to navigate through a problem, to get to the right solutions.
• Experience leading client engagements with senior stakeholders or with small teams as part of a larger programmes
• Expertise in planning and conducting customer research and collaborative workshop activities that help shape and define consumer-facing experiences. From higher level for senior stakeholders and to zoom in at a practioner level.
• Proficient in synthesising quantitative data from multiple sources to identify opportunities and translate into delivery ready requirements
• Strength in understanding quant data to feed requirements and define appropriate KPis for business, operational and user experience metrics of success.
• First-class visual and verbal storyteller with strong analytical skills. Able to eloquently articulate strategy, concepts and rationale
• Enthusiasm for digital design best practices, new interaction models, design standards and emerging technologies.
• Confidence in advocating for user centred design’s value to non designers and senior stakeholders.
• Curiosity of how generative and agentic AI can reshape services and experiences, including where AI can create value and where human judgement should remain.
• Expertise designing human–AI interactions, and prototyping and testing AI-enabled concepts, including how to work with product, data and engineering teams to make them feasible.

Who you are

• You are equal parts explorer, thinker, facilitator and craftsperson. You are a champion for user- and customer-centric design principles and goals, and you love a challenge.
• You have excellent written and verbal communication skills, are confident and engaging in front of clients, a natural listener, and have an uncanny ability to think on your feet and to ask the right question.
• You can naturally get your head round complex domains quickly, and articulate complex ideas succinctly and clearly.
• You have a deep understanding of, and fascination with what makes people tick, and an innate desire to solve for their needs.
• You’re able to think logically and to apply that thinking creatively, with one eye on the grand vision and the other on the detail. You see opportunities for improvement everywhere you look, and are curious, passionate and tenacious in pursuit of best-imaginable experiences.
• You’ll have experience of leading teams including other service designers, UX researchers and designers to deliver end-to-end propositions.
• You are curious and experimental, actively exploring how emerging technologies are changing the way people interact with products and services, and the way we design them.

As a bonus, you might have

• Experience in user experience
• Experience in strategic foresight or trend analysis.
• Experience in brand identity and brand strategy.
• Experience in digital Marketing or marketing strategy.
• Experience in change management, operational improvement and metrics consulting.
• Experience designing digital services or experiences that use AI, automation or other emerging technologies.
• You are security clearable