Service Designer – Senior Consultant

Job Description

Job title: Service Designer – Senior Consultant

Company: Farsight Consulting

Job description: As we continue to grow, we are looking to hire permanent Service Designers.

You will have experience of working collaboratively in multi-disciplinary agile teams, be familiar with GDS methodology and standards, a good communicator and skilled in using a range of tools and approaches.

Some key responsibilities

• Delivery of high-quality design assets that articulate customer insights, journeys and experiences.
• Collaborate with team members on delivering quality, asking critical questions and sharing thoughts, ideas and reservations openly.
• Communicate complex information by using visual methods and storytelling that is engaging for audiences.
• Identify and promote opportunities for process improvements, experiment with ideas and review outcomes to deliver the best possible solutions.
• Support and/or lead the development and delivery of client and internal communications (written, spoken or visual).
• Design and present ideas and concepts that meet the brief.
• Build deep knowledge and understanding of service spaces. Understand the wider landscape and where a product or service sits within it. Facilitate service review workshops.
• Apply an understanding of client needs to identify critical outcomes, barriers to success and changes in expectations or scope.
• Unify team and service vision(s). Work with the service teams and stakeholders to define mission(s), goals and objectives.
• Working with teams to define and refine KPIs and metrics for services.

Typical projects

You will work on a range of high-profile digital transformation projects, which could be in a range of sectors including education, training, social care or the criminal justice system. Examples of the projects you could be working on include developing new services to:

• Enable people in prison to receive sensitive legal correspondence securely.
• Help local authorities carry on skills assessments on social workers.
• Share sensitive information about children between multiple agencies.
• Support teachers with their professional development.
• Support vulnerable families.

As a service designer, there may be opportunities to get exposure to different phases of a projects at different points. For example:

Pre-Discovery – helping teams evidence the need for a product or service discovery

Discovery – helping teams understand the problem space, work collaboratively with a team and identify business & service users to generate measurable opportunities for change.

Alpha – Working with a team to test hypotheses. Ensure the service user needs and business requirements are met. Work with a team to test the riskiest assumptions/how they have tested this through their design deliverables.

Beta – Working with a team to support iterations in the new service. Seek opportunities to connect the service to the wider service landscape. Helping teams scale up.

Portfolio Strategy – Take a holistic view across the service area and find out where opportunities exist for improvement.

Besides the basic day-to-day Service Design duties, we are also looking for someone who can take on the Service Design Discipline Lead role.

This is based on an 80/20 split of practitioner work and internal leadership work. But all of this is organic and isn’t expected from day one. Also, all of the responsibilities are expected to be shared among the SD community with people who can and want to help. These are not expected to be completed by a single person but will be owned by the nominated Discipline Lead. Also, there will be some things that are a lot thinner slices than others and some things that are not needed yet as we transition through our growth. And they’ll have the full support, guidance and leadership from Head of UCD along with them as they themselves grow into these responsibilities.

This is not a must and we are happy for people to apply who are only looking for 100% consultancy work.

Service Design Discipline Lead responsibilities

• Leading, managing and growing the Service Design discipline
• Setting the strategy, goals, objectives and vision for the discipline
• Being a figurehead of Service Design with our clients
• Working with the Business Development team to contribute to bids and identify opportunities
• Working with the Head of UCD and our coaches in being responsible for the quality of our Service Design work across our portfolio
• Working with the Head of UCD and our coaches to make sure our people are happy, doing well and providing quality services
• Working with the Head of UCD to plan and strategies resourcing of SD services
• Working with the Head of UCD to align Service Design goals with overarching business goals
• Owning the Service Design recruitment process
• Working with Service Designers and the L&D team to help people upskill
• Creating/owning the creation of content relative to Service Design for L&D and publishing purposes
• Making decisions about promotions and probation
• Owning the utilisation targets for the discipline
• Owning the Service Design community of practice
• Owning the Service Design backlog of discipline tasks

Requirements

You are open, curious, enjoy solving problems and motivated about making a difference during this exciting period of growth. Some of the things we look for include:

• Experience of working in agile: You have an awareness of agile tools and approaches, and how to use them.
• Digital perspective: You understand how the digital economy is changing user behaviour and the government landscape.
• Communicating information: You can communicate effectively across organisational, technical and political boundaries, understanding the context.
• Evidence- and context-based design: You can visualise, articulate and solve complex problems and concepts, and make disciplined decisions based on available information and research evidence.
• User focus: You understand users and can identify who they are and what their needs are, based on evidence.
• Design Community collaboration: You can contribute to the work of the community, building successful teams through understanding team styles and influencing as well as motivating team members.
• Accessibility: understanding of accessibility and its principles.

Benefits

What we can offer your career:

Developing our people is at the heart of everything that we do.

Our environment is friendly, supportive and collaborative. We offer a learning and development programme that is tailored to you. New ideas are encouraged and there’s plenty of opportunities to innovate and make an impact. We can promise that the work will be varied and interesting and will give you lots of opportunities to develop and grow.

We have 2 promotion windows open each year so you can progress through the company.

You’ll be encouraged to get involved in coaching and mentoring and contribute to the development of user centred design at Farsight.

More about our company benefits:

• 31 days holiday and Bank Holidays off
• Discretionary Bonus at Senior Consultant level and upwards
• Hybrid working. We will consider remote working candidates but a willingness to travel when needed is important.
• Flexible working around our core hours of 10am to 4pm.
• Pension, we pay 5% into your pension and you pay 3%.
• Death in service benefit of four times your salary.
• A Christmas and birthday gift.
• A discount on gym membership and access to the BUPA Employee Assistance Programme.
• Enhanced sick pay, maternity, paternity, and adoption pay.
• Regular socials, a Workspace office in central London and an open and supportive culture.

Farsight Consulting is committed to providing equal opportunities and creating a diverse & inclusive place of work where everyone feels welcome.

This is a UK based role. We offer a Hybrid working model – happy to discuss flexibility/remote arrangements. A willingness to travel at times to our client/our offices when needed is important.

Expected salary: £65000 – 85000 per year

Location: London

Job date: Sat, 13 Jan 2024 23:17:59 GMT

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