Service Designer Job Description Template

The service designer works on the whole service rather than a single interface, covering the journey across channels and the operational processes and staff who deliver it. The role is common where the experience depends on more than software, and it requires the ability to change how an organization works rather than only how its screens look.

Typical Duties and Responsibilities

• Map end to end service journeys across channels and touchpoints
• Design services covering digital, human and operational components
• Produce service blueprints showing front stage and back stage activity
• Conduct research with both users and delivery staff
• Identify failure points across the service and design them out
• Prototype and test service changes before full implementation
• Work with operations teams on process and capability change
• Facilitate workshops across departments
• Define measures of service performance
• Support implementation and measure the result

Education

• Bachelor’s or Master’s degree in service design, design or a related field

Required Skills and Experience

• 4+ years in service design or a closely related discipline
• Experience producing service blueprints and journey maps
• Research skills covering both users and internal staff
• Ability to work with operational and non design teams
• Facilitation skills across departmental boundaries
• Systems thinking about how parts of a service interact
• Experience implementing change rather than only recommending it
• Clear communication with non design audiences

Preferred Qualifications

• Public sector or regulated industry experience
• Change management background