Service Design Lead, Digital Services Team North and South Europe

Connect to your Industry

As an Innovation and Service Designer, you will be joining the UK Digital Services team within our Enabling Functions. Our purpose as a team is to engage with and co-create consumer-grade digital experiences for our own employees so that they feel supported and inspired by the firm. In this role, you will be responsible for driving the early phases of our product development lifecycle. You will shape and recommend new digital products and services that positively impact employees and deliver business value. You will also play a vital role in the design of service support models for our existing portfolio of digital products as they transition from MVP to scale.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, that covers audit, risk advisory, and consulting services across tax, legal, business, technology and corporate finance, we help our clients become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Connect to your opportunity

You will work alongside a talented team of Business Analysts, UX Designers, Product Managers, Solution Architects, Developers and Quality Engineers to shape, test and validate new products and services that are there to create a better experience for our 20,000+ Deloitte employees. Your approach will be agile and iterative, using Design Thinking to facilitate innovation and identify opportunities.

• You will have an interest in data and AI, understand product/service systems and be able to think within a service and brand context.
• You will be able to design concepts and contribute to the design of apps, tools, websites, and interactive experiences.
• You are curious, creative, and resourceful and have good problem-solving skills.
• Deep understanding of the design-thinking methodology and practical knowledge of human-centred design
• Ability to plan, run and execute research autonomously.
• Strong listening, leadership, communication and influencing skills.
• Self-directed nature and confidence in navigating ambiguity.
• Strategic thinker who is value-driven (outcomes over solutions).
• Experienced in shaping a product vision and value proposition.
• Ideally would have experience in leading low and mid-weight service designers.

Connect to your skills and professional experience

Product and Service Design

• Product design with a service mindset/lens
• Understanding the context and bringing the team on a journey
• Mapping and blueprinting, service design
• Contributing creatively by suggesting approaches and ideas
• Providing a critical voice in ideation, pushing things forward and developing concepts to fit with client strategies or business goals.

Context and strategy

• Be able to look at the big picture by piecing together different pieces of research, prototyping, and business knowledge or understanding, for product or service development, for design teams, for clients and the design practice.[MA2] [TG3]
• Understanding business goals and shaping the strategy of a product.[MA4]

Understanding people

• Making sure our work is user centered.
• Representing the human voice in conversations about technology and what it might do.
• Focusing on experience and service and helping others do so.
• Researching and sense-making (drawing on sociology, philosophy, etc, to inform your work)
• Providing a critical voice in research design and synthesis

Sense-making and storytelling!

• Sense-making - finding ways to give structure and meaning to large amounts of data/input.
• Crafting stories and narratives for clients.

Stakeholder management and team-leading

• Stakeholder management and translation, presenting.
• Sharing and communicating with teams, internally and with stakeholders.
• Establishing and refreshing the team's opportunity roadmap based on research around employee needs, external trends, and business priorities.
• Establishing relationships with the business community and partnering with key business stakeholders in the early discovery stages.
• Managing stakeholders; influencing and shaping stakeholders' objectives. Working with senior leaders to support a future vision and priorities.
• Facilitating workshops (such as business ambition workshops, research playbacks, user journey, ideation workshops etc.) with business stakeholders, employees, and colleagues.
• Synthesizing and framing research into meaningful insights. Sharing employee needs through storytelling artefacts, including journey maps and personas.
• Working closely with the Product Manager to shape the product proposition, including the product vision, key objectives, and MVP definition.
• Developing commercial models that the cost/benefit of the solutions that we bring to life through our work.
• Managing the discovery process along with the PM and sharing progress with program leadership.
• Coaching junior members of the team as well as members of the organisation about the value of human-centered design.
• People management of service designer(s) and researcher(s)

Connect to your business - Enabling Functions

Collaboration is central to everything we do at Deloitte. Bringing your individual skills and experience, and sharing your specialist knowledge, is how you'll make a far-reaching impact. Come join us.

Be part of Deloitte North and South Europe

At Deloitte, you'll be joining an innovative firm, working together to make positive change happen. In the UK, we are part of Deloitte North and South Europe (NSE), the second largest member firm in the Deloitte network.

Deloitte NSE combines operations in Belgium, Central Mediterranean (Italy, Greece, Malta) Ireland, the Netherlands, the Nordics (Denmark, Finland, Iceland, Norway and Sweden), Switzerland and the UK, as well as countries further afield in the Middle East, including Bahrain, Cyprus, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Palestinian Ruled Territories, Qatar, Saudi Arabia, United Arab Emirates, Yemen).

There are more than 2,700 partners and over 65,000 people that make up our dynamic teams across these regions, who are together responsible for creating €7bn of revenue. We have an unmatched breadth and depth of capabilities in audit and assurance, consulting, financial advisory, risk advisory, and tax and legal across the region.

Respect and Inclusion

In the NSE Ambition we've committed to creating an inclusive environment for all and addressing inequality, to deliver on and scale our inclusion agenda. Our vision is to provide equal opportunities to mitigate systemic bias, develop our people to succeed and thrive through targeted development, evolve and drive our culture around allyship.

Our Purpose & Strategy

Our NSE Ambition focuses on five characteristics - purpose led; universal leaders, inclusive culture; advisory growth, delivery strength; global scale, local touch; and, digital first – which will differentiate our business in the future, enable us to stand further apart from the competition, attract and retain the best talent and be a recognised leader in societal impact – to become THE winning firm. At Deloitte, we tackle our clients' and society's challenges to create progress and possibility for those our work affects. We make an impact that matters. That's our purpose.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints. This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm. The recruitment team will provide further detail as you progress through the recruitment process.

Connect with your colleagues

"The amount of investment in me in terms of training and development has been incredible - it has undoubtedly helped me to progress my career."

-Jim, Enabling Functions

Connect to your agile working options

Location: You'll be based in one of our Deloitte offices in UK with hybrid working. This is an NSE role that is available to all NSE geographies, candidates must reside in an NSE Geography to apply. Applicants can expect some travel in support of delivery and collaboration, managed in line with our WorldClimate ambition.

Your Work, Your Way: We call our hybrid working vision Deloitte Works. And it does. We trust you to make the right choices around where, when and how you work. You'll be able to make decisions about how you work best, to be collaborative, learn from colleagues, share your experiences, build the relationships that will fuel your career and prioritise your wellbeing. Having great conversations with your team and your leadership paves the way for great collaborative ways of working.

You'll be joining one of our innovative virtual communities. Which means you'll be part of the NSE team. You'll spend most of your time working from home like all of your NSE colleagues in the Enabling Functions, or in a local collaboration space when needed. Our hybrid-working model enables our people to collaborate, connect and innovate in both a virtual and physical capacity.

You'll have all the support you need to succeed, including robust tech and home workstation set-up guidance, as well as access to a variety of flexible working spaces and all sorts of social activities for you to join. We're continually innovating our working practices too, so you can expect to see new and exciting technology developments coming soon. The future of work is evolving fast and we're already leading the way by enabling flexibility for our people and making it easy for us all to connect and collaborate.

Discover more about our NSE locations.

Our commitment to you

Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers

WPFULL SLICSS LOCOFFICE