Job Description: The Service Design Strategist will drive insight-led and service design thinking that connects experience delivery to operations and technology resulting in improved client and intermediary journeys and experience. Job Responsibilities: Use system design to ensure problem definition and ideation address the needs and optimise the value across all stakeholders. Collaborate proactively with key stakeholders on a regular basis to achieve strategic program objectives. Analyse and arrange identified interactions (including touchpoints) into rational user journeys within that service ecosystem. Prepare pilots and evaluate the performance of the solutions designed to validate their desirability and viability. Analyse failures, identify root causes and opportunities for improvement within that service. Develop user/customer and service flows across the business, regularly consulting with stakeholders to ensure (i) areas of friction are identified and understood, and (ii) initiatives to improve customer experience are scoped and prioritised. Deliver solutions to the Development team that are easy to understand, well documented, and are deployed as per original design brief. Job Requirements: Experience in an agile work environment and design sprints towards problem definition and/or creative problem-solving. Honours degree will be advantageous. 3 years’ experience in communicating design solutions to both design and non-design oriented stakeholders. 5 years’ experience in service design, working closely with product owners, business analysts and developers in an agile environment. 3 years’ experience in human-centered design methods (e.g. design thinking) and experimenting to determine which solutions are most likely to satisfy customer needs. Bachelor’s degree in Business, Marketing or related discipline.
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