Service Designer

Since June 2021, frog is part of Capgemini Invent. frog partners with customer-centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology. We're inventing the future of customer experiences by delivering market-defining business models, products, services, brand engagements and communications.

Joining frog means you'll be joining the "pond," a global network of studios, each with a thriving in-person and vibrant virtual culture. frogs are curious, collaborative, and courageous, united by our passion for improving the human experience across our areas of expertise, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets. frogs prize humour, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to meet the moment, and Make Your Mark on every project, in your studio, your community—and the world at large.

What will you be doing

Service Designers are responsible for the design of systems made of people, digital, and physical touchpoints. They orchestrate value exchanges among them in ways that make the system sustainable for both the users and providers.

As a Service Designer, you will sometimes be the only service design specialist on a program. You are expected to plan, prioritise, and deliver service design activities autonomously, in the context of interdisciplinary projects. You will lead client conversations within your domain, providing articulate recommendations and helping to guide client choices.

Your fellow frogs will rely on you to:

• Drive the design of systemic interventions in complex, multi-partner ecosystems
• Champion and deliver visual frameworks – like journey maps, service blueprints, ecosystem maps – that help bring clarity to complex challenges in human behaviours, relationships, workflow and processes, and drive decision making
• Drive contribution and alignment from multiple stakeholders, whether clients, third-party or larger ecosystem player
• Utilise experience prototyping techniques like desktop walkthrough and role playing that help test and validate service components and to convey value propositions
• Continuously refine your proficiency in service design tools, methods, and the creation of high-quality deliverables.
• Advocate service providers as much as service users

On a typical project you will:

• Map existing service ecosystems and service delivery processes
• Plan, conduct, and synthesise research with existing/potential service users and existing/potential service providers (front and back-end)
• Identify frameworks best suited to project needs and emerging insights along the service delivery, for front and back-office processes (e.g., customer journeys, service blueprints, ecosystem maps) that include metrics to help monitor service performance through time
• Orchestrate and lead co-creation workshops with clients, partners, and customers to drive the analysis of current services and the design of improved/new services
• Frame and consolidate service value propositions for service users and service providers
• Orchestrate service test sessions using prototyping tools and techniques (digital/physical mock-ups of touchpoints, service scripts, pilot protocols etc.) with users and providers to validate service components and define detailed service requirements
• Support client organisations in the implementation of new services, co-organising employee trainings using service playbooks and simulations of detailed service processes

We want you to have

• 3+ years of professional service design experience (although you might have a different job title, like "strategic designer" or "business designer")
• Highly developed design skills, demonstrated in your portfolio of recent work
• Confident presentation and storytelling abilities
• Experience collaborating in multifunctional teams
• Proficiency with contemporary design, collaboration and prototyping tools and methods
• A strong desire to build and refine your service design craft skills.
• Affinity with frog's values, and a passion for creating services that meet peoples functional and emotional needs
• Business level ability in English

It would be a bonus if you had

• A university degree in Service Design or a related design or business discipline
• Experience working in a variety of organisations (start-up, corporate, agency/consultancy)
• Academic, professional, or life experience from outside the design field that enriches your perspective as a designer
• Experience in project management

Application Instructions

• As part of your application, please include a link or PDF of your portfolio of recent work, highlighting your abilities and experience relevant to the role, with specific examples of how you work, think, collaborate, and contribute to great design outcomes. Please note that we are unable to accept any applications without a portfolio.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Consulting

• Industries

  Design Services

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