Service Designer | Job Description

Responsibilities and experience

We are looking for you to have experience in and confidence in;

Designing user experiences with data

● Working with data and qualitative insight, through collaboration with frontline staff,
managers and the public, to design solutions and strategic propositions
● Understanding and articulating clearly how services need to change from a user centred,
system, and business perspective
● Mapping the service experiences of users and defining how organisations need to
change what and how they deliver so it’s more effective
● Working closely with user researchers to define and communicate people’s needs
● Identifying how organisations can reduce cost of delivery and improve outcomes through
re-design of user experience, business processes, and better collaboration across
systems
● Setting future visions for products and services that inspire people and meet needs
● Designing, building, and setting usability tests for service and product prototypes,
working from sketches into quick prototypes that can be iterated with feedback
● Being critical during the design process of the balance of power in service structures and
challenging how people can be empowered and supported to thrive
● Designing with technologists and developers to take a service live

Measuring and evaluation

● Defining key metrics and measurements for organisations to evaluate their impact,
supporting them to use this data to iterate what they deliver
● Evaluating the cost of a service delivery

Designing organisations and propositions

● Co-designing with our clients and communities to design new service models and value
propositions, defining how organisations can re-organise themselves to deliver
● Taking research into actionable insights and communicating this in a succinct and
human-centred way to stakeholders
● Working with researchers and analysts to define unmet needs of people who may not
use services, and defining how organisations can independently or collaboratively meet
these needs
● Analysing and directing on how organisations need to change to deliver more effective
services
Coaching and supporting organisations

● Supporting teams and organisations to develop the cultural conditions, practices, and
rituals to design user-centred services
● Teaching organisations how to design better services, and providing coaching to
develop these capabilities, outlining where this is best placed in an organisation

Teamwork and daily practice

● Keeping our projects on time and budget and reporting to our project directors and Head
of Delivery
● Working to the highest ethical and moral standards of research and design practice,
promoting inclusive design practice at all levels of your work
● Providing input and critical thought at our show and tells and design crits
● Supporting the development of Snook’s internal processes and tools
● Bring an optimistic and entrepreneurial mindset to our work, supporting directors to spot
and enable new opportunities in the world
● Having confidence and experience in the end-to-end journey of a project, from
navigating sales through to end delivery
● Having confidence in agile practice and language related to the design process

Reporting

● You will report to project directors and directors, and on occasion to our leadership team.
Our Head of Delivery will be your day-to-day support in ensuring projects are on track
and scheduling our work.
● Service Designers may provide a coaching role to Associate Service Designers
● Senior Designers may provide a coaching role to Service Designers