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Service Design Lead

Job Requisition: Business Consulting – Customer Transformation – Service Design Lead, Senior Manager

Location: Dublin 2

Salary: Competitive

Available for Work Visa Sponsorship: Yes

Business Area: Business Consulting - Customer Transformation, Studio+

Contract Type: Full-Time

Job Title: Business Consulting – Customer Transformation, Service Design Lead, Senior Manager

Do you want to create the best work of your life, working on big projects for big clients that, most importantly, make pa big impact Were growing an incredible Service & Experience Design practice and we’re looking the best-of-the-best: interesting, inspired, talented, deeply experienced, curious, insight-driven, and hands-on practitioners to support our clients and lead our brilliant, diverse team here in Dublin and our network across the world. Is that you?

The Team and the Opportunity

At EY Studio+, the work we do cuts across every sector and reaches deep into the interactions, choices and experiences people encounter every day. We want to help people make better, more effective choices and solve their most pressing problems. We work with organisations to create transformative services, products and experiences that will make the world an easier, more meaningful, and sustainable place to live and work.

Our aim is to help clients transform their customer-facing commercial functions and business outcomes through developing and implementing customer strategies, digital solutions, user-centric services, operating models, and optimised products, experiences, marketing, and sales.

What we are looking for:

We are seeking a dynamic and experienced Service Designer to join our Business Consulting – Customer Transformation Team. The ideal candidate for this role is a skilled professional who can effectively translate client insights into strategies, as well as human-centred digital products and services.

You will be responsible for leading and growing a team of service designers while developing comprehensive customer strategies, conceptualising innovative product and service solutions, and managing the end-to-end design and implementation of services and products. This role emphasises designing customer interactions across the service journey, ensuring a seamless experience across multiple digital touchpoints, and optimising both front and back-office operations.

The ideal candidate is passionate about using human-centred design methods to solve complex client challenges, design improved service experiences, validate concepts through prototyping and effectively communicate the rationale behind those solutions to stakeholders to drive optimal business outcomes.

Your key responsibilities

Design Holistic Services through Cross-Collaboration

Design Holistic Services: Utilise human-centred design to identify pain points, co-design innovative service solutions, and visualise enhanced experiences through user journey maps and prototypes.
Translate Requirements to Solutions: Collect and prioritise user needs and research-based insights, track and implement user benefits to ensure an optimal end-user experience.

Creative Communication & Co-Design

Culture of Innovation: Foster open dialogue, active listening, a culture of innovation, and co-design solutions with a cross-functional team to drive measurable business growth.
Creative Communication & Co-Design: Clearly articulate complex ideas through storytelling, foster collaboration, and facilitate client workshops to create the most amazing services, products, and experiences.

Growth Mindset & Stakeholder Engagement:

Growth Mindset & Stakeholder Engagement: Develop strategies to identify opportunities for business growth and build strong relationships with both clients and internal teams.
User Experience Improvement: Advocate for user-centric approaches in engagements with stakeholders, ensuring the simplification of interactions and the enhancement of user experiences.

For Senior Manager-Level Candidates:

Team Management: Lead cross-functional teams, including designers and business analysts, while providing coaching and mentorship to colleagues to foster their professional development and enhance team performance.
Project Management: Develop and maintain strategic roadmaps, manage budgets effectively, identify potential risks, and implement robust mitigation strategies.

Skills and attributes of success:

Research and Analytics: Conduct research to interpret user needs, frame problems, and communicate insights succinctly.
Design Strategy: Create meaningful concepts and design interactions based on unmet human needs.
Innovation & Creativity: Design and test product concepts and services, iterating with stakeholders.
Product and Service Development: Expertise in the entire development process, from problem-solving through concept development, to interface design.
Analytical, problem-solving, and creative thinking abilities, with a focus on delivering outcomes and a passion for innovation.
Strong understanding of user-centred design principles, design thinking, and Agile methodologies.
Strong Communication Skills: Proven ability to engage and influence stakeholders at all levels, with excellent interpersonal and presentation skills.

To Qualify for the Role, You Must Have

A minimum of 10+ years of experience in Service Design.
Degree in Design, Business, Computer Science, UX Design, Service Design, or a related field.
Client Delivery: Demonstrated experience of working with or delivering for external clients.
Research & Design tools: Strong skills in conducting research and analysis to inform design decisions, and proficiency in prototyping and design tools (e.g. Figma, Miro).
Communication & Interpersonal skills: Exceptional verbal and written communication abilities, coupled with strong interpersonal skills.
Team adaptability: Capability to work collaboratively within a team and adapt to evolving priorities. For Manager level candidates: experience in leading multi-disciplinary teams, particularly in agile delivery environments.

What Working at EY Offers

We offer a competitive remuneration package, which includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs: covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions.

Plus, we offer:

Support and coaching from some of the most engaging colleagues around.
Opportunities to develop new skills and progress your career.
The freedom and flexibility to handle your role in a way that’s right for you.

All our employees are given a benefits package which they can tailor to suit their individual preferences. Our range of benefits include:

Hybrid Working
Pension/Discounted Health Insurance
Web Doctor
Purchase of Additional Annual Leave
Free Gym Membership
Travel Pass
Maternity & Paternity Leave
Bike to Work Scheme
Referral Bonuses & Recognition Awards
Tech MBA paid by EY

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

Career Progression

When you join EY, you will be supported to ensure that you are enhancing your skills from day one.
Continuous learning, where you can develop the mindset and skills to navigate whatever comes next.
As you grow and develop here, you’ll discover opportunities to help customise your career journey, so that it’s as unique as you are - success is defined by you, we will provide the tools and flexibility, so you can make a meaningful impact, your way.
Transformative leadership, we will give you the insights, coaching and confidence to be the leader the world needs.
Diverse and inclusive culture, you will be embraced for who you are and empowered to use your voice to help others find theirs.
We have embraced Hybrid working at EY adding greater flexibility and autonomy to the roles of our employees.

Inclusion & Diversity

We hold a collective commitment to foster an environment where all differences are valued and respected, practices are equitable and everyone experiences a sense of belonging: Inclusion, diversity, and equity are part of who we are at EY. We believe that the highest-performing teams maximize the power of different perspectives and backgrounds. These teams are both diverse and inclusive and are willing to invite and learn from other perspectives. Our ability to include various viewpoints into our mindsets, behaviours and operations is fundamental to driving innovation, building strong relationships, and delivering the best solutions for our clients.

We recognise the strength that comes from having a diverse workforce and building a culture where we support all our people to achieve their potential. You’ll be embraced for who you are and empowered to use your voice to help others find theirs. As an equal opportunities’ employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world. That’s Why, EY.

Apply now.

IMPORTANT: Where Agency assistance is required, our Talent Team will engage directly with suppliers. CVs / Profiles should not be shared directly with Hiring Managers. Unsolicited CVs / Profiles supplied to EY by Recruitment Agencies will not be accepted for this role.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

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