Lead Service Designer (Freelance)

You will have a minimum of 6 years experience working in Service Design, with extensive experience of the whole process from initial research through to strategy, design workshops, and design deliverables. 

You will be confident in questioning briefs and suggesting innovative methodologies to suit project objectives. You will be comfortable working as part of a small team, as well as running things on your own.

Your responsibilities:

Your main responsibility will be to work closely with the client to deliver on their objectives:

  • Lead service design and design thinking projects involving innovation and problem solving to generate concepts and proposals for new propositions, or to evolve and improve existing services
  • Planning and facilitating workshops and design sprints with clients or customers, including ideation and co-creation, priority ranking, value proposition, service definition and customer experience mapping
  • Leading on client debriefs to playback insights and findings, making it easy for clients to connect the dots with clear communication and actionable recommendations
  • Highly proficient at creating artifacts and deliverables, which will include research reports, user stories, sketches, wireframes, sitemaps, journey maps, service blueprints and prototypes.
  • Most, if not all of your projects, will be driven by insight – and will require you to engage with research colleagues and research output.  You will be involved in insight reporting, and user experience testing 
  • Working directly with stakeholders, involving them openly in your processes, helping them distil project goals and objectives into project requirements and championing the needs of customers throughout the project.
  • Coaching junior consultants and teams
  • Highly motivated and self-managing, with good time management skills and the ability to deliver according to budget and deadlines
  • Take an active interest in the service design discipline and regularly share the subject with the broader team and the community

Your skills and experience:

  • 6 years+ working in a Service Design role, supporting the design of digital services, and applying strategic thinking to the process
  • Experience working within an agency or consultancy environment is desirable
  • Strong stakeholder management skills, with experience championing human-centred design, design thinking, and innovation. 
  • Strong content design, excellent communication and interpersonal skills, with a good commercial understanding. 
  • Good use of tools and platforms such as Miro, Figma, Sketch, Invision and Adobe Creative Suite.  Graphics/illustration capability is also desirable.
  • Working with multidisciplinary teams to produce exceptional digital experiences, whilst balancing the needs of users and clients throughout.

Spotless is a hybrid work environment, meaning we allow individuals to work both in-office and at home depending on what suits them and the nature of the project. This work might require some in office collaboration but we are also open to 100% remote.

If you think you would be a good fit for this role please send a covering letter, CV and recent work examples/case studies to jobs@spotless.co.uk. Feel free to contact us by telephone on +44 (0)20 7168 7526 or drop us a quick email if you have any questions.