User Experience Designers lead engagement at a strategic service level with business owners and senior technologists. As the most senior designer on engagements they work with the business to plan the engagement and agree objectives.
Using Service Design methods they convey vision, gather cross-functional teams, run kick-off workshops, anchor vision in tangible customer experience maps, plan and lead research, overlaying insights against the customer experience map and use this as a tool to inspire and prioritise ideas. Prioritised ideas are selected and submitted to a time-boxed concept design sprint in which the team will explore specific ideas creating and testing these using prototypes. At times, hands-on UX design and implementation will also be their responsibility.
With a bagful of design activities at-the-ready backed-up by a deep knowledge of design thinking, you will be able to engage teams and run workshops that bring the customer to the centre of attention revealing an outside-in perspective of their interaction with the organisation.
Fantastic at workshop facilitation, the artefacts you produce will capture the very best insights and energy of the sessions, creating living records of the target experience, that the business can own and will want to update as user stories are written, features delivered, and lessons learnt with each cycle.
You will be able to spot obstacles to customer-centred thinking, and be ready to creatively challenge this with the support of the design team.
You will be able to plan, conduct, report-on, and advocate for a variety of user research methodologies - observational studies, customer interviews, usability testing, and other forms of requirements discovery.
Exploring CX metric opportunities with the business owners, you will work with researchers and developers to capture and plot insights on the CX Map, prioritising target moments on user-journeys and touch-points around which to hypothesise improvements and then prototype experiences to test these.
Whilst likely not a visual designer, you will have a gift at effectively communicating research findings in a highly visual and engaging manner, conceptual ideas will be simply conveyed.
You will work closely with UX Designers & Developers, occasionally going the extra mile yourself, to transition from concepts to detailed design, always offering clear design rationale in way that conveys value but allows solutions to be reimagined.
In a Senior Design role, you will manage the design planning and process, drive decisions, track issues, and assist in estimating resource needs and schedules.
Participate as a contributor to an interdisciplinary team that includes other designers, project management, business and brand strategists, and hardware and software developers.
Strong experience of relating Service Design and UX within Waterfall and Agile frameworks.
Someone who wants to influence your own development and the culture of an organisation in a time of considerable change. You’re looking for an organisation where you have the opportunity to pursue your interests across functions and regions, and where a job title is not considered the final definition of who you are, but the starting point.
You will be experienced, under no-illusions about the challenge of change, but resolute to embody the change you want to see in a team of design-thinkers who will support one-another.
You bring to the organisation the following competencies:
Significant User Experience, Product Design or Service Design experience
Hands-on experience of a designing for a variety of digital touch-points, and other non-digital channels such as process-design, IVR, person-to-person interaction, kiosk, wearables, etc.
A passion for creating products and services that resonate emotionally with people
Passionate about Customer Experience culture and its centrality to the success of business in the future
A strong speaker and presenter, with experience of speaking at conferences
Strong project and people management skills. Must be able to function as a project leader as well as an individual contributor
Proficiency with design and prototyping tools such as AdobeCC, Omnigraffle, Sketch and InVision
Design Thinking knowledge and methodology
Masters degree in HCI, behavioural science, or related industry experience is useful.
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