Job Summary

Lead Service Designer

Edinburgh | | Administrative/Clerical

Recruiter: Trust Housing Association Ltd

Trust Housing Association has an exciting opportunity for a Lead Service Designer to join our team in Edinburgh. You will join us on a fixed-term contract of up to 2 years working 16 hours per week (2 days). In return, we will offer a competitive daily rate.Trust Housing Association is a national housing, support and care provider, offering a range of accommodation and support ; Primarily serving older people in our communities we also provide housing for families and individuals. We have over 3,600 households across the length and breadth of Scotland, from the Highlands and Islands all the way down to the Borders.About the Lead Service Designer role:To support our bold new three-year business strategy - The Time Is Now – we are looking to recruit an experienced and talented Lead Service Designer on a day rate and part-time basis for a period of up to two years. The new strategy harnesses the power of service design and we have bold ambitions to re-imagine Trust and co-design customer and employee experiences that strive for 10/10 every time and make life better.Your responsibilities as our Lead Service Designer include:- Shaping and setting direction, and building our service design roadmap- Developing and continually improving our service design framework and toolkit (TRi), giving direction on which tools or methods to use and identifying areas of opportunity to enhance our service design offering- Working with people across Trust to develop design concepts and build a user-centred design culture- Coaching and mentoring our empowered internal service design team and Trust Lab, ensuring they have the right skills, tools and environment to thrive, grow and do their best work- Transferring knowledge and building internal service design capability- Co-designing end-to-end journeys that help users achieve their goals, across both digital and offline channels- Leading on multiple and complex service design projects end-to-end from discovery to implementation; ensuring all projects have clear scope and goals, and providing direction across the programme portfolio- Assuring the quality and consistency of service design across projects, the team and the wider business- Supporting the definition of key metrics and success measures to evaluate project impact and post-implementation service delivery and sustainabilityOur ideal Lead Service Designer will:- Be an exceptional leader who can inspire, influence, coach and mentor others at all levels, can manage expectations and challenge senior stakeholders- Be customer-driven and design and data led, and bring an entrepreneurial mindset/think like a start up- Have a high understanding of strategic service design end to end with an impressive delivery track record- Be an exceptional service designer at lead level including user research, facilitation, content design and prototyping- Drive a user centred and iterative approach, able to build from scratch- Love problems and can design solutions across multiple services, user personas and channels, finding the simples approach from a variety of options- Bring an agile approach and expert agile practitioner- Think of new and innovative ways of working to achieve the right outcomes, and not be afraid of failing fast and learning from it- Be a strategic thinker who can shape and influence change at all levels- Be an exceptional communicator with stakeholders at all levels and trusted by all, and last but not least- Have a strong digital perspective and understanding, and can identify and implement digital technology and data solutions to enable better services

Are you recognised as a thought leader and expert practitioner in the service design space? Do you want to work for a forward-thinking housing association with a bold strategy?We would love to hear from you if you think you are a good fit as our Lead Service Designer, and we are a good fit for you.Closing Date: 12 noon on Monday 19th April 2021Trust is an Investor in People Gold accredited employer, a Leader in Diversity and a great place to work. We are an equal opportunities employer and welcome applications from all sections of the community.Trust Housing Association is a Registered Scottish Charity - SC009086 More

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