About the company
Snook are on a mission to design a world that works better for people.
We work with organisations to design more effective services which help people thrive. We do this by engaging with users, building digital products, training our clients, and much more.
Snook started as a service design company in 2009. In the past five years, we have become a multidisciplinary team and scaled to more than double our original size, when we started up in Scotland. We are now based in Glasgow and London and our team is approaching 100 people. And we’ve worked with brilliant clients — from Cancer Research UK and Tesco to Hackney City Council and the Scottish Government.
About the role
As a mid-level service designer at Snook, you will use multiple forms of research and stakeholder participation to design services and end-to-end user experiences. The focus of your work will be on project delivery in complex and demanding environments where you will need to balance the needs of users with business or organisational constraints. You’re also likely to be involved with new business, supporting and managing more junior colleagues and helping to further define and embed Snook’s practice. These activities will be shared by your colleagues; this may mean that you focus more on some areas than others. You’ll report directly to one of our Senior Service Designers.
One of Snook’s core missions is ‘Next Era Government’. We strive to ensure that human needs are at the centre of government services’ design and delivery. We are the User-Centred Design partner for multiple government agencies, including Home Office, Department for Education, NHS Digital and NHSX. Working in these sectors will give you valuable experience of applying GDS standards and preparing for GDS Service assessments. We also work with local government and third and private sector organisations.
This role provides the opportunity to work across these sectors while receiving knowledge and support from other Snooks. When possible, we rotate people from one sector to another after 3 to 12 months (depending on the project), enabling people to develop in-depth knowledge of a variety of sectors.
We acknowledge that our team has a wealth of knowledge and experience, which is why we actively encourage Snooks to help devise and develop new business opportunities and champion internal passion projects.
Key responsibilities of the role are:
- Service design on projects – The main focus of your role will be to create designs for services which are inclusive, accessible and planet-friendly. You’ll participate in multidisciplinary teams working on complex projects. You’ll need to be able to operate with autonomy and point teams and clients in the right direction to deliver on scope and on budget.
- Team support and management – You’ll help to support the service design team, for example by mentoring and line managing more junior team members, making recommendations around progression and contributing to recruitment activities.
- Developing Snook practice – Your responsibilities may include working with other Snook disciplines to further develop and articulate our ways of working and accessible, inclusive and planet-friendly design practices.
- Supporting new business – Your role is likely to include supporting Snook’s new business development activities by contributing to proposals and attending pitches.
Your skills and experience
We’re keen to hear from a range of applicants who can demonstrate some, or all, of the following skills, experience and qualities, as part of or in addition to being able to meet the requirements above:
Core technical skills
- Research: You contribute to planning research to uncover the key factors affecting a service and its use (contextual, operational, cultural, technological, human, strategic, business model…) You can identify research questions, approaches and activities appropriate to the project context, constraints and outcomes. You are confident in conducting research effectively and efficiently. You can analyse research findings to identify and concisely summarise actionable insights.
- Strategy & systems thinking: You understand and communicate how projects and services fit into wider strategic contexts. You can use systems thinking to map complex structures and systems, identify opportunities, and produce strategic recommendations.
- User-centred journeys & experiences: You can use multiple forms of research and stakeholder participation to design user-centred services and experiences.You ensure that what you design is feasible and viable, through an understanding of business and contextual constraints.
- Facilitation: You help to build a shared understanding of a project’s context, process and outcomes within your team. You lead the teams in the process of designing, organising and delivering workshops, guiding on the best approaches to deliver project objectives. You ensure facilitators are equipped for their roles and the client and stakeholders are fully participating. You support the team to present to the client, stakeholders and internally to Snook to engage and inspire them on a project/topic.
- Visual Communication: You understand how and when to deploy different approaches to visual communication to meet project outcomes. You can create professional, consistent visual communications that relay information in a concise, accessible and impactful way.
- Written Communication: You can identify the right format for written information (tool and level of information) to suit the audience and project. You can create clear and concise written information in order to achieve the intended impact or outcome.
- Recommendation & Implementation: You can support teams and clients to scope the practical requirements to implement change / clients’ next steps, outlining time frames and resource implications. You can prepare materials to effectively communicate recommendations, future phases of work and/or implementation requirements.
- Prototyping: You contribute to scoping prototype exercises appropriate for the relevant project stage. You can work across disciplines to design, build and test prototypes that meet or contribute towards project outcomes.
Ways of working
You should be able to demonstrate that you are able to meet some or all of the following behaviours, values, and competencies.
You are responsible for making things happen, for your work and team mates’ delivery. You do things to empower your team and offer constructive feedback that supports growth and positive change.
You use and support the use of inclusive language within teams. You recognise emotions in others and respond in constructive ways.
Your interactions with clients are informed by an understanding of the client’s business model and explicit and implicit organisational structure.
You can identify the root cause of conflicts or challenges and work with clients/teams to find mitigation strategies or solutions. You’re able to identify risks, and stay resilient in the face of pressure.
You foster a team environment where all are encouraged and supported to participate and feel safe. You can harness curiosity to generate potential solutions to team challenges.
You ensure all our work is visible and shared. You work in a transparent way, encouraging collaboration, internally and externally. You have experience of working in agile.
You ensure consistent project delivery by managing teams to project constraints, identifying outcomes and outputs, explaining next steps, and delegating. You take responsibility for leading different rituals in project teams, e.g. workshops or stand up conversations.
You work daily to develop your skill set whilst supporting colleagues to develop theirs.
You actively participate and share learnings across Snook and with clients.
You can work with a view to the future, balancing your team’s needs with Snook’s strategic needs. You can communicate strategy in a compelling way.
You can anticipate and adapt flexibly to changing requirements, identifying potential barriers and initiating action to move forward.
You can make decisions without unnecessarily referring to others, and can influence the direction of a project.
You are confident in practicing user centered design approaches on multiple projects, and know when to use specific tools.
You champion the use of ethical, sustainable and inclusive practices within projects.
What we offer
- A competitive salary
- 25.5 holidays per year, 4 public holidays, plus a discretionary 6 days annual Christmas closure
- A supportive maternity package
- We respect that people have commitments, providing flexible working hours through discussion
- A bike to work scheme
- Every Monday morning, we have a virtual team breakfast checkin where we eat together, share updates, learnings and our ambitions for the week ahead
- Membership to the Headspace, the mental health app
- We have an annual team-away day and quarterly show+tells; where we come together as a company, taking time out to learn, reflect, and eat snacks
- We provide an annual training budget, which can be used for external opportunities from talks and conferences to more bespoke hands-on training. We have weekly learning sessions for all our team members, with a vast topic range
- Access to Snook social clubs, and opportunity to run your own
- Snook group pension plan
- We support you with a Snook buddy when you join to get you started
How to apply
This is a rolling recruitment, please do not delay your application as we are sifting and interviewing daily.
Please submit a CV, cover letter, your notice period and a portfolio of your work highlighting key projects. If you do not have a portfolio, we have created a simple template that you can use.
To apply, please follow this link, and open up the jobs page for the Mid-level Service designer position.
In your covering letter, please tell us a little bit about yourself, why you want to work at Snook and what sort of design problems you’d be interested in tackling with us.
Due to the current Covid-19 epidemic, we anticipate that all interviews will be conducted remotely. We will offer interviews at times that suit you, so if you have children, caring duties, or other circumstances affecting your availability for an interview, we’re happy to offer convenient times outside of work hours.
We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is inclusive. Snook encourages applications from all backgrounds, abilities or impairments, communities and industries, and is committed to having a team that is made up of diverse skills, experiences and abilities. If you have any questions please get in touch at email@example.com