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Service Designer

UK-Wide
Posted 2 weeks ago

Job Description

What we’re looking for

We’re seeking dynamic, forward-thinking Service Designers with excellent communication skills.

You will be open-minded, happy to work on your own or as part of a team and want to learn new technologies and promote best practice.

As a Service Designer you will help us design coherent, integrated service offerings based on user needs, and define the design strategy for a service or set of services. You’ll work in a multidisciplinary team alongside Researchers, Designers and Developers, to deliver world-class, user-centred services. You’ll be part of our active and supportive design community.

Minimum 2 years experience please. Salary from £32,000-£78,000 depending on experience.

About us

Mercator Digital is an award-winning digital consultancy, ranked at number four among the Best Medium Sized Workplaces in the UK and recognised as one of Europe’s top 100 Best Workplaces. We’re also celebrated for our commitment to employee wellbeing, professional development, diversity and excellence in tech.

Leveraging nearly 20 years’ experience, Mercator Digital designs, builds, and delivers innovative digital services for clients across the public and private sectors worldwide. With a global presence spanning the UK, US, France, and Singapore, the Mercator team comprises over 400 specialists.

We provide an environment where talented professionals can grow, collaborate, and deliver innovative solutions that make digital services more innovative, effective, and accessible for all.

Team Mercator

This is an exciting time to join Mercator Digital. We’re growing fast – opening new offices, expanding our teams, and creating new opportunities for development. We’re proud of our culture – one that’s lively, inclusive, and forward-thinking. As we grow, preserving our culture remains a priority. That’s why we have an annual survey for feedback, an open-door policy for communication, plenty of social events to foster connections, and a benefits package to show our appreciation.

Our brand values are at the core of who we are, and each Mercator team member lives these values as brand ambassadors:

·      We don’t stand still

We’re always evolving, making bold choices, and seeking improvement

·      We keep it real

We’re straightforward, open, and honest in everything we do

·      We take care

We support each other, our work, our clients, and partners

·      It’s a joint effort

We work together, trust each other, and build strength in unity

·      We own our actions

We empower accountability for our words, actions, and results

·      We bring out the best

We share knowledge and enthusiasm, helping everyone reach their fullest potential

Job type

Full time, permanent. We encourage those who may need a more agile approach to the structure of their working day to apply; we are always willing to discuss flexible options where we can.

Location

You’ll be expected to travel to our customer’s site and potentially sites UK wide; working from client/office/home locations as appropriate.

As a Service Designer you will:

  • Understand user needs and create user journeys that help people successfully navigate complex systems
  • Identify where separate interactions should act as one service and design rational user journeys within that service, as well as commonalities in activities across services that create opportunities for product development
  • Analyse failure within existing services, identify root causes for that failure, and create designs or recommendations to address that failure
  • Develop future service propositions that deliver on policy intentions
  • Help to plan user research and usability testing, observe sessions, and help to analyse the results of user research
  • Identify opportunities for cost reduction and improvement within an existing service
  • Understand the existing support system for a service (both digital and process based) and design targeted improvements to existing services or to accommodate new services
  • Map current service journeys and create blueprints for improved and/or new services
  • Create and rapidly iterate service prototypes
  • Identify and design service patterns
  • Identify the right ways to measure service success
  • Build collaborative relationships with stakeholders, across teams and service domains
  • Define and conduct excellent stakeholder engagement
  • Be a knowledge expert in service design
  • Participate in thought leadership; introduce ideas and approaches to the broader team

You will have:

  • The ability to design complexity out of services
  • Experience designing digital products and/or services and planning service design project engagements
  • Experience planning and running workshops with stakeholders, end users and/or front-line service providers
  • Solid understanding of user research methods and practice, proven experience in using metrics and user feedback to define/refine services and be able to work collaboratively with user researchers and interpret research findings
  • Ability to analyse and visualise user journeys and service flows
  • Ability to clearly and persuasively communicate designs as well as the evidence underpinning decisions
  • Work collaboratively with multidisciplinary teams
  • Ability to work quickly in an agile environment
  • Have a design related degree, or relevant industry experience
  • Basic understanding of html and css
  • Exceptional skills in convincing people of the benefits of user-centred design and designing integrated service offerings
  • Experience of introducing positive change into working practices, teams or organisations
  • Leadership and excellent communication skills; clear ability to collaborate and build useful relationships

In return you’ll receive:

  • Above market rate (dependent on experience)
  • 25 days holiday per year (plus bank holidays and your birthday off)
  • Company pension
  • Group life cover
  • Training budget
  • Enhanced maternity/paternity package
  • Employee Assistance Programme
  • 2 days paid volunteering days
  • We also offer an electric vehicle scheme and cycle to work scheme

*Applicants must have the right to work in the UK and the ability to pass BPSS vetting

To apply for this job please visit www.mercatordigital.com.

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