We're looking for a Service Design Director to join our team at Futurice UK. As a Director in the Service Design discipline, you'll coach our cross-functional product teams to create impactful and accessible digital service solutions. You'll mentor some of the brightest minds in human-centred design, user research, and product development. You'll collaborate with leaders in Product Design and Technology to define best practices for multi-disciplinary teams and clients to work together. Finally, you'll have the opportunity to make a real impact, guiding our clients from early discovery to service delivery.

What you are responsible for

• Overseeing multiple project teams, inspiring them with provocative ideas and methods, unblocking challenges, and ensuring their success
• Upholding discipline excellence for service design, qualitative and quantitative research with continuously updated processes and tools
• Identifying opportunities for professional learning and development for the service design team
• Consulting with clients at both product management and top executive levels, from co-writing briefs to ensuring satisfactory delivery
• Coaching our client organisations' to build their internal capabilities, specifically on the topics of human-centred research and design.
• Growing existing client accounts by identifying opportunities, underpinned by mutual trust built on excellent client service
• Supporting our connection with the wider Service Design community and professional groups, building our network and identifying amazing talent at conferences, speaking engagements, publications, etc.
• Contributing to the sparkling culture of the Futurice team in your own unique way, and by doing so, inspiring others to do the same.

Some of the things we expect to see:

• 10+ years' experience working in service design or similar role.
• Experience coaching cross-functional teams in a fast-paced environment.
• Expert level knowledge of the latest approaches in planning, conducting, and synthesising user research.
• Expert level knowledge of the latest approaches in planning, conducting, and synthesising client workshops and co-creation sessions in multi-stakeholder environments.
• A critical eye for effective, detailed, and scalable user journeys and service blueprints.
• Consulting or agency experience, working collaboratively with client teams

As a bonus, you might have:

• Degree in design, anthropology, or related field.
• Experience in strategic foresight, futures or trend analysis.
• Experience creating strategies for proposition/product ecosystems and roadmaps.
• Experience in change management, operational improvement or metrics consulting.
• Experience in the physical world running service safaris or pilot service trials.
• A portfolio which includes case studies in: mobility, energy or sustainability
• Clear visual communication skills

What we care about

Our Culture – We are human first. Mutual respect and trust is essential, as is curiosity, talent and energy. All team members need to be self-starters and have a desire to be part of a low hierarchy work culture built on a foundation of Nordic straightforwardness.

How we work – We're a talented team of designers, strategists, and software engineers working hard to create a progressive environment, culture, and set of capabilities. In the UK we operate a remote-first setup, centred on London, with regular days spent working together IRL as a full team. We take pride in our craft and a commitment to a people-first, one-team mentality.

Flexibility – Not a morning person? Need to pick the kids up from school? We believe in well-rested people doing concentrated, impactful work and offer flexible working hours and locations.

What we can offer you

• Competitive salary
• Company pension contribution of 6%
• Company bonus scheme
• Private health insurance
• 25 days of holidays + 1 extra for your birthday
• A tiered parental leave policy, which offers 16 weeks maternity full pay and 3 weeks partner full pay (dependent on your tenure)
• Time and budget for personal development
• Company credit card
• Team get-togethers and a weekly lunch and share
• Team trips and group activities
• A monthly personal wellness budget
• Cycle to work scheme

Don't worry about whether you're a 100% fit! Take a look at what we do and what we've done and get in touch. Don't just tell us where you've worked or studied, tell us who you are, where you are heading, and why you want to join us!

More about our process

We'd love to see a portfolio you're proud of. We'd expect you to show us examples of successfully launched products, services and results that demonstrate strategic, conceptual and creative thinking. And to tell us how they reflect your comprehensive understanding of the design process.

We usually follow the following format for interviews, currently all held remotely:

• 30min video/telephone introductory call
• 1hr interview with 2 people, a developer and a designer
• 1hr interview with 2 directors

Salary: £80,000 - £110,000

Inclusion and diversity are critical to the success of Futurice, and we actively encourage applications from people of all backgrounds. We are committed to providing equal employment opportunity without regard to race, colour, religion, sex, sexual orientation, gender identity, age, national origin, disability or any other protected category. We will offer interviews at times that suit your schedule and circumstances. Please get in touch if you have any questions or if there is anything we can do to make the process more accessible and convenient for you.