Service Design Trainer

About the Opportunity

**Job Type**: Permanent

Title: SERVICE DESIGN TRAINER

Department: SERVICE DESIGN TEAM, INNOVATION

Location: India

Reports To: Head of Service Design

Level: 6

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our INNOVATION team and feel like you’re part of something bigger.

Department Description

The Service Design Team sits within the Global Innovation Group. The SD team serves the global business through:

- Consulting: using service design and design thinking tools and methods to support business teams tackle important problems, typically moving from discovery, through to define then development activities.
- Coaching: working alongside teams and / or individuals, to help them develop skills and use SD tools and methods. Typically, to enable teams to become self-sufficient in adoption and usage of key tools and approaches.
- Training: designing and delivering training modules, to enable individuals and teams to learn about service design and design thinking, and to use relevant tools and develop skills.

The SD team comprises: 3 in UK; 1 in China; 1 I Germany; 0.5 in Japan, and currently none in India, hence this role.

Purpose of the Role

To support the team in designing, developing and - where required - delivering training, primarily in design thinking and service design tools and methods and in Facilitation skills. This role is required to enable the team to meet demand that would otherwise require more intense consulting, through the offer of training, whether remote, self-self and / or via more targeted or collaborative face to face training which will be primarily ‘remote’ delivery via tech (zoom and using virtual whiteboards).

This role will work closely with a member of the UK team, also a trainer. Our training offer is currently under review, therefore this is an opportunity to play an instrumental role in the overall strategy for our training capability and its development.

While the role is principally designed to support the small global team through developing our ‘training offer’ to the business, there may also be opportunities to work locally to serve the India operations. Additionally, there is a large Digital Team in India, which is also likely to be a ‘customer’ of our output and training.

Key Responsibilities
- Help design and then deliver training - and thereafter maintain our training material, to ensure it is up to date, and that it also evolves over time.
- As a member of a small team, be available to:

- help support Consulting engagements
- provide facilitation support too when required
- support the production of presentations and service design documentation (e.g. service design blueprints, personas and customer journey maps in Consulting engagements)
- Act as an advocate for the Service Design Team across the businesses to raise awareness of service design, design thinking, and new ways of working
- Establish and maintain strong relationships outside the team to identify opportunities for service design / design thinking training (and other support such as consulting).
- Measure and report on the delivery and effectiveness of educational workshops and training.

Key Internal Interfaces:

- Head of Service Design - direct reporting line
- Other Service Designers in the team, especially our UK based team
- Specific teams in the business who require more bespoke training delivery ,

Experience and Qualifications Required:

- Established track record (3-5 years) in Service Design and Design Thinking practices, tools and methodologies
- Strong training (in person and / or remote) skills, delivering to business stakeholders at all levels
- Experience in facilitating groups, user of creative techniques and conceptual thinking
- Analytical mindset to work out organisational and business implications
- Excellent communication and stakeholder management skills, with a proven track record of influencing and motivating and proactively managing expectations
- Demonstrable experience in the classic service designer toolkit: some examples include: stakeholder interviewing, journey mapping, persona building, hosting creative sessions, service prototyping
- Skilled in using remote technologies (notably MURAL and ZOOM)
- Visual working, developing compelling and engaging outputs that work well for the audience and an ability to communicate complex topics to different audiences through a range of data, written and verbal methods
- Flexible and adaptable mindset -an ability to handle ambiguity, be a self-starter and be adaptable will be important

Feel rewarded