Manager, Service Design, Digital Services 12 month FTC in Cardiff

As an Innovation and Service Designer, you will be joining the UK Digital Services team within our Enabling Functions. Our purpose as a team is to engage with and co-create consumer-grade digital experiences for our own employees so that they feel supported and inspired by the firm. In this role, you will be responsible for driving the early phases of our product development lifecycle. You will shape and recommend new digital products and services that positively impact employees and deliver business value. You will also play a vital role in the design of service support models for our existing portfolio of digital products as they transition from MVP to scale.

You will work alongside a talented team of Business Analysts, UX Designers, Product Managers, Solution Architects, Developers and Quality Engineers to shape, test and validate new products and services that are there to create a better experience for our 20,000+ UK Deloitte employees. Your approach will be agile and iterative, using Design Thinking to facilitate innovation and identify opportunities.

You will have an interest in data and AI, understand product/service systems and be able to think within a service and brand context. You will be able to design concepts and contribute to the design of apps, tools, websites, and interactive experiences. You are curious, creative, and resourceful and have good problem-solving skills.

• Deep understanding of the design-thinking methodology and practical knowledge of human-centred design
• Ability to plan, run and execute research autonomously
• Strong listening, leadership, communication and influencing skills
• Self-directed nature and confidence in navigating ambiguity
• Strategic thinker who is value-driven (outcomes over solutions)
• Experienced in shaping a product vision and value proposition
• Ideally would have experience in leading low and mid-weight service designers

Product and Service Design:

• Product design with a service mindset/lens
• Understanding the context and bringing the team on a journey
• Comfortable using pragmatic not purist design approaches
• Mapping and blueprinting, service design
• Contributing creatively by suggesting approaches and ideas
• Providing a critical voice in ideation, pushing things forward and developing concepts to fit with client strategies or business goals

Context and strategy:

• Be able to look at the big picture by piecing together different pieces of research, prototyping, and business knowledge or understanding, for product or service development, for design teams, for clients and the design practice
• Understanding business goals and shaping the strategy of a product
• Making sure our work is user centered
• Representing the human voice in conversations about technology and what it might do
• Focusing on experience and service and helping others do so
• Researching and sense-making (drawing on sociology, philosophy, etc, to inform your work)
• Providing a critical voice in research design and synthesis

Sense-making and storytelling:

• Finding ways to give structure and meaning to large amounts of data/input
• Crafting stories and narratives for clients

Stakeholder management and team-leading:

• Stakeholder management and translation, presenting
• Sharing and communicating with teams, internally and with stakeholders
• Establishing and refreshing the team’s opportunity roadmap based on research around employee needs, external trends, and business priorities
• Establishing relationships with the business community and partnering with key business stakeholders in the early discovery stages
• Managing stakeholders; influencing and shaping stakeholders’ objectives
• Working with senior leaders to support a future vision and priorities
• Facilitating workshops (such as business ambition workshops, research playbacks, user journey, ideation workshops etc.) with business stakeholders, employees, and colleagues
• Synthesizing and framing research into meaningful insights
• Sharing employee needs through storytelling artefacts, including journey maps and personas
• Working closely with the Product Manager to shape the product proposition, including the product vision, key objectives, and MVP definition
• Managing the discovery process along with the PM and sharing progress with program leadership
• People management of service designer(s) and researcher(s)
• Coaching junior members of the team as well as members of the organisation about the value of human-centered design
• Developing commercial models that the cost/benefit of the solutions that we bring to life through our work
• Experience using AI tools in Service Design approaches

Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact.

Our hybrid working policy allows you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely.

Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see.