Service Design Lead

**AGENCY **is a strategic design and innovation practice based in Singapore. We have been tasked to design a lot of things in the last 5 years - a product, a system, a service, a tool, a district, a policy - you name it. We love to create things that excite businesses, and most importantly, that people love and/or change their behaviour.

As a **Service Design Lead **at AGENCY you will be leading and collaborating within a multidisciplinary team of designers to gain inspiration and empathy for the people we seek to serve. As a designer with expert knowledge in service and experience design, you’ll practice human-centered design to solve complex problems and create innovative experiences that are designed, prototyped, and tested — then help our partners and clients take these new solutions to market.

If you have around 8 years of working experience, with demonstrable experience of taking an idea from theory and design into a market launch - this hands on approach will have been applied across a variety of settings - which does not necessarily have to directly come from a consulting or design role, this could be as an entrepreneur, or as a core member of a startup, an internal corporate venture at a local Singapore or a multinational organisation - you are adept at designing new innovative service solutions, blueprinting, prototyping and testing solutions and making decisions through data - and you have an outstanding portfolio that demonstrates the impact of your work - please read on.

**SKILLSET & MINDSET
**Service Design Collaborator**:

- Work in a deeply collaborative manner with designers across disciplines (digital, product, communications, environments, business etc.) to inspire solutions that address both human and business needs, from concept generation through to validation.
- Experience leading or working with multidisciplinary project teams to design and launch new services.
- You have a systemic thinking approach and excel at navigating the big picture to zoom into the details to drive and deliver what is most important to create impact. Your passion for leadership is demonstrated in seeing the work through start to finish.
- Capability to collaborate with designers who lack business experience and make accessible business tools, frameworks and approaches.
- (preferred): Experience or ability to work in an ambiguous and dynamic environment, with a non-hierarchical organisational structure.
- Nerding out over service design is a given. Getting passionate about solving challenges for complex domains is must.
- You’re passionate about people-first service experiences from value proposition to brand to customer experience to growing the business.
- You can easily communicate and envision service solutions to your team and clients alike.
- You use a diverse set of approaches that illustrate all the components and touch-points of the service.
- Lead highly collaborative multidisciplinary teams alongside other designers with diverse perspectives and expertise, through concept generation and definition, to stewardship in a test and/or build phase.
- Strong interpersonal and teaming skills, empathy and willingness to work in interdisciplinary teams.

**Innovation / Design / Product Management**:

- Experience and expertise in combining human stories and needs with hard data to identify a compelling path forward for products, services and new venture creation.
- Expertise collaborating with designers to develop new and differentiated product, service, or consumer experience
- Experience taking a service/concept to market; show line of sight from research to launch
- Lead, design and measure service experiments to gather feedback and make concepts better.
- (preferred) Experience prototyping service touchpoints, digital products and physical spaces

**Consulting Skills**:

- Exceptional communication and storytelling skills. Fluency and confidence in inspiring teammates and clients to the potential value of design & innovation initiatives
- (preferred) Ability to communicate information visually
- (preferred) Experience with stakeholder management and conflict resolution
- Experience planning, designing, facilitating and synthesising large workshops or smaller work engagement sessions with clients
- Ability to influence and build relationships with senior executives

**SOME EXAMPLES OF EXTRA CREDIT SKILLS & TOOLS**
- A degree in Interaction Design, Service Design, Product Design, Business Design, Strategy with emphasis on service / experiences or equivalent qualification.
- 8+ years of relevant experience in leading and designing user experiences and building products.
- Portfolio demonstrating experience leading and thriving in a fast-paced, rigorous, service-oriented environment.
- Ability to work within a self-directed culture and navigate ambiguity.
- Proficiency in Figma, Excellent knowledge of other product design and wire-framing tools is a plus, such as click-throughs with Keynote, interact