By: Sarah
Posted: 26/11/2018

We’re recruiting Service Designers

Snook is seeking Service Designers for work in Scotland.

Salary: Dependent on experience
Hours: 37.5 hours (flexible)
Location: Glasgow HQ, but with regular work in Edinburgh and across Scotland

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 with our design team, engaging with users, building digital products, training our clients, and much more.

In 2019, we’ll be ten years old. In the past five years we’ve more than doubled in size to a team approaching 30 people, opened a new London office, and worked with brilliant clients — from Cancer Research UK to Hackney City Council, Tesco to the Scottish Government.

We have big plans for the next three years and and are seeking people who can join us, working with our partners and clients to design services that support people to thrive.

We’re looking for senior (7 years+ experience) and mid-weight (4 years+ experience) full-time, permanent positions in our Scotland studio.

Below, you’ll find information on our requirements, the job responsibilities, our values, what we’re looking for, what we offer, and how to apply.

Our requirements

Applicants will have experience in developing services inside organisations, meaning you’ve spent time crafting and understanding what it takes to deliver a new or improved service. You don’t need to refer to yourself as a service designer specifically, you could have fulfilled a role similar to these titles or responsibilities.

As a Service Designer at Snook you;

  • Are passionate about user needs and can balance these in the context of wider system and business needs
  • Work comfortably with the different materials of a service, from user interactions across digital and non-digital to backend processes and policy
  • Build prototypes of services we can test with people
  • Understand how services are powered on the internet
  • Work in multidisciplinary teams with user researchers, business designers, subject experts, developers, and user interaction designers to build products and services
  • Coach and build capabilities of organisations to learn the basics in design and human-centred approaches

Responsibilities and experience

We are looking for you to have experience in and confidence in;

Designing user experiences with data

  • Working with data and qualitative insight, through collaboration with frontline staff, managers and the public, to design solutions and strategic propositions
  • Understanding and articulating clearly how services need to change from a user centred, system, and business perspective
  • Mapping the service experiences of users and defining how organisations need to change what and how they deliver so it’s more effective
  • Working closely with user researchers to define and communicate people’s needs
  • Identifying how organisations can reduce cost of delivery and improve outcomes through re-design of user experience, business processes, and better collaboration across systems
  • Setting future visions for products and services that inspire people and meet needs
  • Designing, building, and setting usability tests for service prototypes, working from sketches into quick prototypes that can be iterated with feedback
  • Being critical during the design process of the balance of power in service structures and challenging how people can be empowered and supported to thrive
  • Designing with technologists and developers to take a service live

Measuring and evaluation

  • Defining key metrics and measurements for organisations to evaluate their impact, supporting them to use this data to iterate what they deliver
  • Evaluating the cost of a service delivery

Designing organisations and propositions

  • Co-designing with our clients and communities to design new service models and value propositions, defining how organisations can re-organise themselves to deliver
  • Taking research into actionable insights and communicating this in a succinct and human-centred way to stakeholders
  • Working with researchers and analysts to define unmet needs of people who may not use services, and defining how organisations can independently or collaboratively meet these needs
  • Analysing and directing on how organisations need to change to deliver more effective services

Coaching and supporting organisations

  • Supporting teams and organisations to develop the cultural conditions, practices, and rituals to design user-centred services
  • Teaching organisations how to design better services, and providing coaching to develop these capabilities, outlining where this is best placed in an organisation

Teamwork and daily practice

  • Keeping our projects on time and budget and reporting to our project directors and production manager
  • Working to the highest ethical and moral standards of research and design practice, promoting inclusive design practice at all levels of your work
  • Providing input and critical thought at our show and tells and design crits
  • Supporting the development of Snook’s internal processes and tools
  • Bring an optimistic and entrepreneurial mindset to our work, supporting directors to spot and enable new opportunities in the world
  • Having confidence and experience in the end-to-end journey of a project, from navigating sales through to end delivery
  • Having confidence in agile practice and language related to the design process

Reporting

You will report to project directors and directors, and on occasion to our leadership team. Our production manager will be your day-to-day support in ensuring projects are a-ok and scheduling our work.

At a senior level, you will coach other designers in Snook and often lead project teams with support from a project director.

Our values

We do backup
We do open reflection
We analyse and address
We do agency
We say no
We do sharing
We do conscious transparency
We do active self-care
We do balance
We have sacred space
We encourage ambition not competition
We promote diversity
We believe in passions; personal interests are welcome
We fix it
We know there is no right or wrong way
We do fun
We practice what we preach
We are one team
We work with people, not for them

What we’re looking for

  • Demonstrable experience across the majority of our responsibilities and experience needs above
  • A passion and excitement for digital tools, practices, and outputs
  • An excellent problem-solver
  • An entrepreneurial mindset
  • Someone who can bring new knowledge to our team and challenge what we do
  • You feel as passionate about the projects we deliver as we do

Most importantly, you’re looking to join a lovely team and support us in delivering great design work. Definite bonus points include an appreciation for gifs and bad puns.

What we offer

Snook offer a competitive salary, 29.5 holidays per year, which includes public holidays at your normal basic rate of pay, and supportive sick leave policy.

We provide an annual training budget for external opportunities from talks and conferences to more bespoke hands-on training, and we map this pathway with you when you join.

We respect people have commitments around the working day and we provide flexible working hours through discussion.

We have an annual team-away retreat for us to come together, and we spend a Friday together every two months as one studio to run show and tells, taking time out to learn, reflect, and eat snacks.

Every Monday morning, we have a team breakfast where we eat together and share our ambitions for the week ahead.

We are an equal opportunity and Living Wage Foundation employer. We support you with a Snook buddy when you join to get you started.

How to apply

We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is diverse. We welcome applications from people of all backgrounds and ages.

Please submit a CV, and a short supporting example of your work in the format of an A4 document highlighting key projects. Send this to jobs@wearesnook.com with the title Hire me: Service Designer.

We will offer interviews at times that suit you, so if you have children, caring duties, or have to travel after work we’re happy to offer these at convenient times outside of work hours. We can support travel costs outside of Glasgow if we take you to an interview stage.

This is a rolling recruitment process, meaning, we’re interviewing as we receive applications as we’re looking for an as-soon-as-possible start date. We will close this first round of interest on the 15th December.