Service Designer

Salary: competitive depending upon experience + benefits

Where the job is based: hybrid (home-based & working with Kerv Digital office/customer site visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ

Who we are:
Dive into a world where technology meets innovation. At Kerv Digital, we're not just another tech company. We’re the problem solvers, the magicians who transform complex challenges into seamless digital experiences. Utilising a powerful blend of Power Platform, DevSecOps, Data experiences, and Software Engineering, we create business solutions that truly resonate with our clients driving extreme value!

With our roots planted in Birmingham and branches spreading across the globe from London to Bangalore, we're a proud member of the Kerv Group - a dynamic £112m revenue technology consultancy leader with a dedicated team of over 700 professionals, partnering with 800+ sector leaders.

People come first always we are incredibly proud of our unparalleled work culture. Not just words on paper, we wear our "Great Place to Work" certifications from the UK and India like badges of honour. Dive into an ocean of opportunities in an atmosphere that celebrates collaboration. Sharpen your prowess with a global multi-discipline team and be guided by the industry's most forward-thinking architects.

Who we are looking for:
Are you passionate about creating exceptional, user-centric experiences that drive innovation and enhance customer satisfaction? Are you ready to take on a transformative role that has the power to shape the future of our business, benefit our clients, and support our delivery teams?

If so, we're looking for a Service Designer to join our dynamic and forward-thinking team.

As a Service Designer at Kerv Digital, you will play a pivotal role in reimagining and enhancing the way we design, deliver, and support our clients' services. While we have successfully collaborated with service designers in the past, this is an exciting opportunity to bring this expertise in-house and make a lasting impact. You will be at the forefront of driving innovation, improving customer experiences, and streamlining internal processes.

Responsibilities

Leadership & Team:
•    Champion the value of service design within the organization, advocating for its importance and potential impact on business growth and customer satisfaction.
•    Work closely with the existing UX team to ensure the integration of service design with user experience design efforts.
•    Collaborate with the business analysis team to ensure that service design aligns with business objectives and processes.
•    Establish key performance indicators (KPIs) to measure the impact of service design initiatives within the company.
•    Identify and lead pilot service design projects within the organization to demonstrate the value of service design.

Technical & Operational:
•    Develop comprehensive service blueprints, user personas and customer journey maps that visually represent the end-to-end customer experience.
•    Collaborate with existing user research teams to plan and facilitate user research activities.
•    Communicate design concepts and ideas effectively through visual means, such as sketches, wireframes, storyboards, and visual prototypes. 
•    Ensure that the designed services are aligned with Agile delivery methods/frameworks, business goals, technical capabilities, and operational processes. 
•    Work in close partnership with UX designers, business analysts, architects, developers, and other relevant teams to align service design efforts with broader solution design and business objectives.
•    Incorporate accessibility and inclusivity considerations into service design, ensuring that services are usable by a diverse range of users.

Commercial & Sales:
•    Collaborate with the sales and pre-sales teams to help incorporate service design principles into client interactions and proposals.
•    Collaborate with the sales and pre-sales teams to engage with prospective and existing clients and contribute to the development of proposals and project scope/roadmap.
•    Prepare and deliver compelling presentations to potential clients, demonstrating the value of service design and its potential impact on their businesses.
•    Build and maintain strong relationships with clients, serving as a trusted advisor in the field of service design. 
•    Identify opportunities for expanding service design offerings and growing the service design practice within the company. 
•    Stay informed about competitors and their service design offerings, identifying opportunities to differentiate our services and stay at the forefront of the industry.
 
Skills:

Candidates will need to demonstrate experience with;
•    Creating user-centric solutions that enhance the overall service experience. 
•    Agile frameworks and delivering service design using agile methods.
•    Contributing to the planning and analysis of user research to gather valuable insights. 
•    Proficiency in creating service blueprints, user personas and customer journey maps to visualize the service experience. 
•    Proficiency in service design software and tools.
•    Experience in creating and iterating on service prototypes, both digital and physical, to validate design concepts. 
•    Strong visual communication skills to effectively convey design concepts through sketches, wireframes, and prototypes. 
•    Excellent communication and presentation skills to engage with clients and articulate the value of service design. 
•    Using change management to drive the successful implementation of service design improvements.

Candidates are expected to have some of the following skills;
•    Experience of the Government Digital Service (GDS/CDDO) standards and design principles.
•    Strong collaboration and teamwork skills with the ability to work effectively with cross-functional teams and clients. 
•    A passion for fostering innovation and generating creative ideas to solve complex problems. 
•    An understanding of business processes and the ability to align service design with strategic business goals. 
•    The ability to stay current with industry trends and adapt to evolving service design practices. 
•    Capability to analyse the competitive landscape and identify opportunities for differentiation.
•    Strong interpersonal skills and the ability to build and maintain client relationships. 

What we can do for you:
We’re a transparent, honest and fiercely equal employer that believes completely in providing the best possible work experience for our employee’s:  

Real Flexibility – we’re a family first organisation, and if the work gets done, you can work when and wherever you want. A healthy approach for most of our teams seems to be splitting three ways between home, customer sites and the office.
 
Awesome Environment – all of our employee’s will tell you that we foster an easy going environment, are experts at what we do and care deeply about what we work on – that’s in large part because we’re privately owned by those that work day-to-day in the business, and the company was started specifically to find a way for people to take more enjoyment from their work. 

Interesting Work – these days most of our customers are household names and many of our projects have an important impact on the world around us. The kind of things we do regularly include working with not-for-profits to transform how they leverage technology, working with public bodies to shape digital services and working with top tier private entities to bring genuinely new and meaningful products and services to market. 

Great Benefits – all the usual suspects and then some. Some highlights include our choose-your-own tech approach to end-user devices, well stocked cupboards with tasty goodies (we’re a food first company too), excellent professional development support including frequent in-house training for tech. you can’t get trained on anywhere else and private healthcare. Full disclosure; some benefits can only be provided after probation.

Recognition & Growth – Recognized as a 'Great Place to Work' in both the UK and India, our commitment to excellence goes beyond our products and services. Our culture is a testament to the dedicated technologists who work tirelessly to drive our vision forward. Being a part of Kerv Digital means embracing a culture of innovation, collaboration, and mutual respect. Our teams in the UK and India thrive in an atmosphere that promotes continuous learning and growth.

Join us at Kerv Digital, where we don’t just build groundbreaking technology - we build future.

Don’t take our word for it though, check out our impartial Glass Door reviews

More on equality:
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.

*Please note: By submitting an application you agree to Kerv Digital’s recruitment policy**