Service Designer
Posted 1 day ago by Norton Blake
£575 Per day
Undetermined
Undetermined
London, UK
Summary: The Senior Service Designer role focuses on transitioning from discovery to ideation and future-state mapping, emphasizing the integration of people, processes, and technology to enhance the audit experience. The position requires extensive user research and collaboration with stakeholders to identify pain points and develop strategic solutions. The designer will lead workshops, create process flows, and prioritize initiatives for transformation over a 2-3 year roadmap. This role is pivotal in driving cultural change and improving service delivery through effective design practices.
Key Responsibilities:
- Conduct user interviews and colleague-led workshops.
- Map end-to-end audit processes, identify pain points, and capture ideas.
- Establish baseline of current state and evidence of offline work.
- Develop user-led blueprint for future state.
- Create high-level process flows and dashboards for reporting.
- Identify systemic root causes and prioritize strategic priorities for transformation.
- Sequence an E2E roadmap balancing quick wins with long-term impact.
- Work closely with SLT sponsors, PMs, and UX designers.
- Orchestrate ideation and co-design solutions with cross-functional teams.
- Drive cultural and behavioral change through workshops.
- Prioritize backlog of ideas based on impact.
- Define annual cycle and resource mix for next year.
- Lock down roadmap and strategy for implementation.
Key Skills:
- Service Design Expertise in large-scale service design and transformation.
- Process Reengineering to make processes leaner and digitize workflows.
- Stakeholder Management to engage SLT and align strategies.
- Facilitation skills to lead workshops and translate insights into roadmaps.
- Familiarity with BPM, integration services, and audit domain experience preferred.
Salary (Rate): £575 per day
City: London
Country: UK
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: Mid-Level
Industry: Other
Role Overview
- Position: Senior Service Designer
- Objective: Move from discovery to ideation and future-state mapping, integrating people, process, and technology for a seamless audit experience.
Key Responsibilities
Discovery & Analysis
- Conducted 60 user interviews and 15 colleague-led workshops.
- Mapped end-to-end audit processes, identified 200 pain points, and captured 130 ideas (including duplicates).
- Established baseline of current state: highly offline, manual processes, minimal digitization.
- Evidence shows majority of work is offline; Appian tool used as a filing cabinet rather than workflow system.
Role requirement
Strategic Design - role requirement
- Develop user-led blueprint for future state.
- Create high-level process flows and supporting dashboards for board-level reporting.
- Identify 8 systemic root causes and prioritize 5 strategic priorities for transformation.
- Sequence an E2E roadmap for 2-3 years, balancing quick wins with long-term impact.
Collaboration & Leadership
- Work closely with SLT sponsors, 5 PMs, and UX designers (one per priority).
- Orchestrate ideation and co-design solutions with cross-functional teams.
- Drive cultural and behavioral change through workshops and engagement.
Delivery Planning
- Prioritize backlog of 130 ideas based on impact, not just speed.
- Define annual cycle and resource mix for next year by May.
- Lock down roadmap and strategy by May for implementation.
Skills & Experience Required
- Service Design Expertise: Proven experience in complex large-scale service design and transformation.
- Process Reengineering: Ability to make processes leaner and digitize workflows.
- Stakeholder Management: Engage SLT, manage competing priorities, and align top-down strategy with bottom-up demand.
- Facilitation: Lead workshops, capture insights, and translate into actionable roadmaps.
- Tools & Methods: Familiarity with BPM, integration services, and audit domain experience preferred.
Deliverables
- Future-State Blueprint: User-led, sequenced roadmap for 2-3 years.
- Quick Wins: Pragmatic improvements to existing Appian tool.
Seniority Level
Mid-Senior level