Service Designer

Budget:24 Max LOC: Pune Based (WFH) Exp 6+ Level: Lead Portfolio: DE – Digital Workplace Project / Programme overview: The Design Lead will be responsible for managing all the design requirements of myIT, the internal IT portal for bp. These design requirements are split into four categories: BAU enhancements, feature enhancements (planned), Chatbot, and Digital Workplace Eco-system. The myIT portal supports bp’s internal self-serve and self-solve processes for IT services. myIT forms part of Digital Workplace’s support options. It must meet the needs of a diverse range of users, facilitating a seamless and efficient user experience. myIT is a custom implementation of ServiceNow’s Employee Center. The design work typically includes the reviewing of the current state, identifying areas for improvement, designing a more effective future state, iterating on user feedback, and ensuring the development and implementation delivers on the desired user-experience. There is a strong focus on automation and prevention – rather than just providing a better experience in supporting a user requirement. The Design Lead manages a UI/UX designer and any other design resources that may be sourced when and if needed. The Design Lead reports into the myIT Product Owner for activities. There will also be a close working relationship with the DevOps Team lead. The Design Lead will be responsible for managing all the design requirements of myIT, the internal IT portal for bp. These design requirements are split into four categories: BAU enhancements, feature enhancements (planned), and Digital Workplace Eco-system. The role: Design related activities relate to a broader eco-system of interlinked services. Typically, the design requirement are both tactical and strategic by nature and has broader requirements triggered by a need to simplify, automate and streamline the user experience across multiple support channels and products. Takes a Design Thinking approach to design Can take the lead on all design requirements to enhance the user experience of myIT and broader Digital Workplace eco-system Is proactive and organized, and can work in a fast-paced environment Has a strong background in reviewing and improving digital customer journeys Is comfortable using data and research to shape the future state design Considers commercial impact of their designs Can collaborate with stakeholders across multiple disciplines: content, research, development, business, content Is confident in playing multiple roles including switching between product and service design The Lead Service Designer will drive Service Design activities in the portfolio and be responsible for the quality of project deliverables. Lead the discovery day-to-day (100%) by bringing together research, design, business and technology to shape the future service. Using service design methods to solve complex business problems, think strategically about opportunities, and facilitate the creation of a shared experience. Manage project stakeholders throughout the project for communication and progress. Confident to facilitate informed discussions with stakeholders across different functions when required. Help to define vision and outcomes for products, services and programmes, shaping strategy and influencing long-lasting change. Champion Service Design and Design Thinking methodology with Sustainability, educating your stakeholders and taking them on a journey to truly understand the value of design Lead the development of the service concept in Sustainability, service blueprints and other service design artefacts with a UCD approach by articulating the backend of the service inclusive data, architecture and technical side of the service. Collaborate with users / engineers / operational leaders / technical teams and other key stakeholders to facilitate the co-design process, developing a deep understanding of their needs, managing expectations and agreeing service propositions About you: Profound experience in design thinking and design execution skills including design strategy work and deliverables to further the mission and purpose of sustainability. Can take the lead on all design requirements to enhance the user experience of myIT and broader Digital Workplace eco-system Is proactive and organized, and can work in a fast-paced environment Has a strong background in reviewing and improving digital customer journeys Is comfortable using data and research to shape the future state design Considers commercial impact of their designs Can collaborate with stakeholders across multiple disciplines: content, research, development, business, content Is confident in playing multiple roles including switching between product and service design