Lead Service Designer

At ieso everyone is committed to the same goal: transforming the way mental health problems are treated worldwide. As one of the UK’s largest and most trusted providers of digital mental healthcare, the work we do already changes lives every single day. But our mental healthcare revolution is just getting started.

We’re looking for an experienced, talented Lead Service Designer to join our growing Experience Design team. You will be a fierce advocate for our users, and will be a thought leader and partner across functions for designing delightful experiences, services and products for our users across a variety of platforms and channels. Your primary objective will be to ensure that our products and services effectively cater to the needs of our customers and end-users, supporting them on their path to better mental health.

We have a 170-strong team and a health and wellbeing package to support you each and every day, alongside plenty of opportunities for growth and development as we all strive to achieve our collective ambition.

You will provide in-house expertise in the following ways:  

• Getting hands on with conducting user research and analyzing data to deliver insights, frame problem spaces and define opportunities;  
• Creating durable design artifacts that help us understand the current ecosystem and create a north-star, differentiated experience that can deliver customer and business value;  
• Facilitating design workshops with stakeholders and colleagues;  
• Designing concepts and prototypes that can be tested with real users; 
• Providing clear recommendations for iterating on product and service design that balance desirability, feasibility and viability; and 
• Storytelling our vision for the future with customers and stakeholders.  

Requirements

Essential: 

• You'll have good experience in practicing Service Design and are adept at tailoring your approach to lead to better customer and business outcomes, innovation, and organizational change. 
• You enjoy designing and mapping omni-channel, multi-touchpoint end-to-end journey of services to help a user achieve their goals and the business to unlock value, while ensuring we meet regulatory standards, clinical requirements and other considerations. 
• You can search and gather information from a variety of sources, with the aim of quickly synthesizing large volumes of data and revealing the fundamental pain points that our users encounter. Furthermore, you can analyze business problems, events, and activities, and understand how to connect user and business problems. 
• You are persuasive, and informative, in order to get organization support and buy-in to service visions and experiences. 
• You have experience in a variety of approaches to understanding users and their needs, translating their needs into user stories, and proposing design approaches or services to meet those needs. 
• You are a self-starter, and have experience working in an ambiguous, fast-paced environment, using iterative methods and flexible approaches to enable speed to learning and rapid design and delivery. 

Desirable: 

• You have experience working in the healthcare sector.  
• You have been embedded in product teams. 

Benefits

We’ll reward you with a competitive basic salary along with a range of excellent benefits including:

• Retirement Plan 401(K)
• Paid Time Off: 20 Vacation days & 12 Public Holidays
• A range of Medical Benefits
• Work From Home
• Annual Discretionary Bonus up to 10%

ieso is one of those rare places where anyone from anywhere with any background or experience is free to come and do their very best work. We believe in the diversity of thought, as that's what helps us to help our patients.

Diversity & inclusion studies have shown that certain people are less likely to apply for a role unless they meet 100% of the job requirements. Here at ieso, we look for people who can add to our company culture and reflect our values, whilst understanding that certain skills and experiences can be taught. So whoever you are, if you like the look of one of our roles, we encourage you to apply as you could well be our needle in a haystack.

As an equal opportunity employer, equity, diversity and inclusion are values that are critical to our success. Our people are our strongest asset - come and see for yourself!