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Head of Service Design (376513BR)

Customer Service

Customer Service



United Kingdom

IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, let's talk.Your Role and ResponsibilitiesIBM iX is looking for a Head of Service Design for the UK & Ireland market to join our 100+ strong design community based in London. This experienced design leader will partner with clients and lead design engagements, while also nurturing the service design community of practice.As Head of Service Design, you* Shape the Service Design practice vision and offerings; aligning to the iX growth platform purpose and strategy* Nurture the community of service designers through practice development and training, coaching and inspirational leadership* Partner with sector leaders and integrated accounts to shape opportunities and sell service design related work* Partner with clients and account teams to lead design teams to deliver service design work and achieve business outcomes* Understand the importance of delivering inclusive and accessible services and advocate for this approach across technology, design and business* Have experience working with government delivery programs under the GDS Service Manual or Scottish Digital First Service Standard frameworksAnd you lead account and design teams to* Work with product owners, programme directors and multi-skilled teams to develop design concepts across complex services* Design concept journeys, blueprints, and roadmaps that communicate how the end-to-end user experience can be elevated* Facilitate the collective understanding of the end-to-end, front-to-back experience by mapping the orchestration of events at the intersection of technology, business and design* Shape how behind-the-scenes processes and support functions interact with each other and how these impact the design process* Define key UX and organisational measurements used to track and prove the service delivers positive outcomes for both users and the business* Generate insights through research with users, staff and stakeholders to shape a holistic view of the total user experience* Analyse, consolidate, and communicate research findings to stakeholders in order to strategically frame, validate and quantify the problem being solved and help inform the wider strategic roadmap of initiativesCore skills and experienceThought leader and strategic thinker. You have a strong point of view about the role of service design and the benefit it brings. You can conceive and sell design vision internally and with clients. You can lead the design and implementation of strategy; directing the evaluation of strategies and policies to ensure business requirements are being met.Expert in user-centred evidence-based design. You have deep expertise in designing systems for use across multiple services and can identify the simplest approach out of a variety of approaches. You can identify constraints and can communicate about these and work within them. You know how to challenge the validity of constraints. You can ensure standards are being met. You know how to share best practice and can coach others. You can look at strategic service design end to end. You know how to give direction on which tools or methods to use. You are experienced in meeting the needs of users across a variety of channels. You can bring insight and expertise in how user needs have changed over time to ensure these are met by the business. You know how to apply strategic thinking in how to provide the best service for the end user.Expert in inclusive design. You understand the importance of diversity and inclusion and expertly include all kinds of users in appropriate research and design activities to help you and your teams deliver accessible and inclusive services.Prototyping coach. You approach prototyping as a team activity, actively soliciting prototypes and testing with others. You can establish design patterns and help teams to iterate them. You can train teams to use a variety of methods for prototyping and train on choosing the most appropriate ones.Expert in facilitating decisions and risks. You coach teams and others to work with higher impact and handle more complex risks. You know how to build consensus between services or independent stakeholders. You can lead others to make good design decisions. You know how to apply different risk methodologies in proportion to the risk in question.Leader in collaboration and communication. You know how to assemble and lead high-performing teams and are known for influencing clients, peers and teams when needed. You can also work collaboratively within a group, actively networking with others and varying feedback for the appropriate time to ensure the discussion sticks. You can use your initiative to identify problems or issues in the team dynamic and rectify them. You confidently raise issues with the team resulting in productive responses. You can listen to the needs of technical and business stakeholders, and interpret them in a way that is clear for both audiences. You know how to manage stakeholder expectations. You can be flexible and you are capable of proactive and reactive communication. You know how to facilitate difficult discussions within the team or with diverse senior stakeholders.Expert in agile team practices. You understand user-centred design practices and know how to embed them into an agile workflow to deliver timely findings. You can work in an open, iterative and collaborative way in a multidisciplinary team. You have a strong understanding of other design disciplines such as UX Design and User Research.Required Technical and Professional Expertise* Strong client management skills having partnered with the C-Suite and Head of Function on both sales and delivery.* Expert service designer with strong ability to deliver rapid discovery of new concepts, preferably prior experience in public sector.* Experienced design team manager having trained and nurtured teams of designers* Strong stakeholder management and communication skills, with experience working in agency or consulting.Preferred Technical and Professional Expertise-About Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.Your Life @ IBMWhat matters to you when you're looking for your next career challenge?Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.This role is suitable for all working patterns, whether this be part-time or full-time. IBM does not have a single policy on part-time and flexible working, however where possible, we will work with you to agree on a working schedule to suit you and IBM. In your application, please outline your desired working pattern including working days/working time/working locations and any other important information. This will then be discussed with you throughout the application process.About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.