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Lead Service Designer (Housing)

£55,000 - £70,000 per annum

Long Stratton, Norwich, Norfolk

Permanent, Full Time

We have a new opportunity for a Lead Service Designer to join our Change Team. This role is responsible for identifying how Saffron can improve tenant experience, reduce cost of delivery, and improve outcomes through re-design of user experience, business processes, and better collaboration across systems.

Key responsibilities include:

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Work across multiple projects to design the end-to-end journey of an inclusive and accessible service, and complex systems.

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Ensure all services are consciously designed based on understanding the needs of the people who will use them.

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Deliver service design workshops, user research, customer journey mapping and prototyping to understand user need around a new and re-designed service.

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Research and analyse data and business processes to be able to produce a service design with an understanding of the challenges or the as-is.

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Engage with tenants and colleagues to provide designs that will steer the build of digital solutions to a successful delivery.

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Mentor and develop the Change team in Service Design

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Define, sell, implement, and embed a Service Design approach within Saffron

Please see the full list of responsibilities on the Role Profile attached.

Our ideal candidate will meet the below criteria:

Essential

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Experience in mentoring and developing other Service Designers

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Ability to lead a group of users to engage meaningfully in service design and drive forward the delivery of a design solution to take the team on a journey from start to end.

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Ability to be part of a multidisciplinary project team (i.e., with product owners, project managers, technical resources) to design services that work for people.

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Participate in design and / or research sprints and facilitate them as part of an Agile team;

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Create service design documentation, communication, and prototypes utilising online tools (Axure, Miro, Mural, Balsamiq etc)

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Effectively communicate design ideas using a variety of techniques, including service models, user journeys, system maps, service blueprints and/or infographics (as per tools above)

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Able to elicit desired outcomes from end users through workshop facilitation and user research.

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Experience in teams that deliver solutions using either Hybrid/Waterfall or Agile methods of project delivery. Desirable

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Service design experience designing end to end solutions.

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Experience selling service design into an organisation

Desirable

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Experience and awareness of social housing and the challenges facing tenants and social housing organisations

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Relevant qualifications/accreditations e.g. SDN, IDEOU

Please see the full list of skill criteria on the Role Profile attached.

The Company

We are a housing association based in Norfolk providing quality homes and services to people across the county and in Suffolk.

We manage over 6,000 homes including affordable homes for those in housing need who cannot afford to rent or buy in the open market.

We offer specialist homes for older and vulnerable adults and are committed to providing new homes to help solve the housing crisis.

At Saffron

We have a huge commitment to our employees. We want the team at Saffron to be happy, empowered, motivated and feel proud to be part of the Saffron community. We know by having great people we can do a great job for our tenants. We trust our staff to do the right thing and we are looking for people whose values are aligned with ours (PACE Professional, Accountable, Collaborative and Evolving).

You will have the freedom to learn and grow. We are passionate about investing in our people, providing them with the skills they need now, and for their future aspirations. We do this by offering a blend of learning opportunities, including our innovative e-learning platform where learning is self-directed allowing people to learn what they want, when they want to.

We work with and support our people to work in an agile way to ensure that have the right work/life balance. They have the choice to work in the office, work from home, coffee shop, park or a combination of all. We have recently refurbished our offices to encourage collaborative, agile working.

As an inclusive employer, we are committed to the equal treatment of all current and prospective employees and have a zero tolerance policy relating to discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Saffron Community