Service Design Lead

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

As a Design Leader, your role constitutes to design the end-to-end journey of a service. This helps a user complete their goal and the business deliver its objectives. In this role, your work will involve the creation of, transactions, products and content across both digital and offline channels provided by client that deliver outcomes across multiple actors. 

Specifically, the Design Leader will: 

• Design the Ecosystem and Actor Maps and the individual User Journey Map so we can identify pain points and issues that need to be addressed in each service. 
• Identify actors and conducting research to understand their needs 
• Plan and execute co-creation workshops with stakeholders in order to propose the most viable solution for a given problem. 
• Use the available resources to prototype services in order to validate ideas and iterate on it. 
• Design the Service Blueprint and prepare it to be presented and delivered. 

• Working at pace:You can apply an agile mindset to all aspects of your work. You can work in a fast-paced, evolving environment and use an iterative method and flexible approach to enable rapid delivery. 
• Communicating information:You can communicate effectively across organizational, technical and political boundaries, understanding the context. You know how to make complex and technical information and language simple and accessible for non-technical audiences. You can advocate and communicate what a team does to create trust and authenticity and can respond to challenge. 
• Digital perspective:You understand how the digital economy is changing user behavior and the landscape. You can make informed decisions based on user needs, available technology and value for money. You know about the wider digital economy and advances in technology. 
• Evidence and context-based design:You can visualize, articulate and solve complex problems and concepts, and make disciplined decisions based on available information and research evidence. You know how to move from analysis to synthesis and/or design intent. Such skills include: demonstration of the ability to apply logical thinking, gathering and analyzing information and evidencing key performance indicators (KPIs). 
• Experience of working within constraints:You understand and can work within given constraints (including but not limited to technology and policy, and regulatory, financial and legal constraints). You know how to challenge constraints that can be changed. You can ensure compliance against constraints by adapting products and services where needed. 
• Facilitating decisions and risks:You can make and guide effective decisions, explaining clearly how the decision has been reached. You can understand technical complexity and risks, run collaborative design activities, influence others and build consensus. 
• Leadership and guidance:You can interpret vision to lead on decisions. You can create a collaborative environment and sustain a good service. You can manage risk, including effectively managing and tracking the mitigation of risks. You can manage various dependencies across teams, and services.
• Prototyping:You can apply technical knowledge and experience to create or design workable prototypes, of varying fidelity. You understand parameters, restrictions and synergies. 
• Strategic thinking:You can take an overall perspective on business issues, events, activities and discuss their wider implications and long-term impact. This could include determining patterns, standards, policies, roadmaps and vision statements. You know how to focus on outcomes rather than solutions and activities. 
• User focus:You understand users and can identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You put users first and can manage competing priorities.