Freelance Lead Service Designer

About the Role:

We are seeking a passionate and experienced Lead Service Designer to elevate our work and lead service designers in creating meaningful, beautifully crafted products and services within the healthcare sector. You will lead a core project and small team in creating and implementing human-centred design strategies that enhance our clients’ services and customer/employee experiences.

Key Responsibilities:

• Service Design Leadership: Lead end-to-end service design processes, from research and ideation to prototyping, testing, delivery, and implementation, ensuring human-centred design principles are applied.
• Strategic Alignment & Transformation: Translate business challenges into human-centred design opportunities, navigating complex environments and aligning solutions with business objectives, especially within digital and business transformation projects.
• Collaboration & Communication: Collaborate with UX/UI teams, clients, and stakeholders to gather insights, define strategies, validate concepts, and ensure project alignment and successful delivery.
• Team Management & Mentorship: Provide guidance, feedback, and mentorship to junior service designers, fostering a collaborative and creative environment while ensuring high-quality work.
• Project Management & Delivery: Manage project planning, scope, and timelines, ensuring projects are delivered on time and within budget, while communicating effectively with stakeholders.

Skills & Experience:

• Deep background in service design.
• Exceptional strategic thinking.
• Ability to collaborate across multidisciplinary teams.
• Experience leading service design within digital & business transformations as well as customer experience.
• Comfortable navigating complex enterprise environments.
• Strong understanding of human-centred design principles.
• Experience with research, ideation, prototyping, testing, delivery, and implementation.
• Excellent communication and presentation skills.
• Experience in project planning and management.
• Experience managing a small team of service designers.

Tools:

• Keynote & PowerPoint
• Figma or equivalent
• Miro or equivalent

Nice to have: Experience working within the healthcare sector

We believe the best work happens when we\’re together, fostering creativity, collaboration, and connection. That\’s why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.

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