Lead Service Designer Pensions

Job Title:

Lead Service Designer (Life & Pensions)

Location:

Edinburgh

Salary/Rate: £450 per day

Start Date:

March (1-2 weeks notice period max)

Job Type: 6 or 12 month initial contract, Inside IR35.

Company Introduction:
We have an exciting opportunity now available with one of our sector‑leading consultancy clients! They are currently looking for a Lead Service Designer to join their Life & Pensions customer on a 6 or 12 month basis.

Purpose of role: Lead the design of the experiences of customers, advisers and employers across different communications, operations touchpoints and channels of a service. Use a human‑centred approach to understand the needs, pain points and expectations of the people involved in the service, as well as the business goals and constraints. Collaborate with other stakeholders to co‑create solutions that are desirable, feasible and viable.

The Lead Service Designer conducts user research, creates journey maps, prototypes ideas, tests and validates prototypes, develops service specifications, facilitates workshops and measures the impact of service design interventions.

• Conduct customer and adviser research and service analysis to identify the current state and gaps of a service.
• Plan and coordinate the work of team members and subject matter experts on initiatives to ensure all data points and insight requirements are captured as a core part of service reviews and future experience shaping.
• Create personas, journey maps, service blueprints and other artefacts to communicate the insights and opportunities for improvement.
• Apply strategic thinking to develop and deliver service specifications, guidelines and standards to ensure the quality and consistency of the service delivery.
• Host or facilitate complex discussions/workshops and co‑design sessions with users, stakeholders from across the business and partners to foster collaboration and alignment.
• Work with a range of stakeholders and senior leaders to develop design concepts.
• Generate and prototype multiple solutions to a given design problem for new or improved service concepts, features and processes and test accordingly.
• Measure and evaluate the impact and outcomes of the service design interventions.
• Listen to the needs of technical and business stakeholders and interpret them.
• Manage communication and expectations between stakeholders and various business areas.
• Use initiative to identify problems or issues in team dynamic.
• Assure quality of design across delivery teams.

Disclaimer:
Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.

Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally. Please see our website for our full diversity statement.