Senior Service Designer

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.
Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.
WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.
Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.
Why we're hiring:
WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities. Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore. WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

What you'll be doing:
As a Senior Service Designer, you will be a hands-on expert, deeply involved in shaping the employee experience for our new AI-enabled marketing platform. You will focus on Journey Management, System Thinking, Service Offerings, and Service Ecosystems, designing practical solutions that streamline workflows and enhance employee interactions across all touchpoints, directly contributing to our "make work, just work" mandate. You will collaborate closely with researchers to leverage insights.

You Will:

• Design & Optimize Service Experiences:

• Facilitate high-impact workshops with global stakeholders and employees to co-create comprehensive service blueprints and ecosystem maps

• Drive the mapping, management and optimization of employee journeys, utilizing insights from research to identify pain points and opportunities for improvement within the platform's service experiences across global agencies.
• Apply system thinking to design and refine complex service ecosystems, ensuring seamless integration and efficiency across various tools and processes.
• Design and prototype innovative service concepts, including digital interfaces within the platform, physical touchpoints (e.g., support channels), and new operational processes that enhance efficiency and collaboration.

• Contribute to the definition and refinement of core service offerings that support the new ways of working.

• Drive Collaboration & Enablement:

• Collaborate with Behavioral Designers to identify and integrate opportunities for nudges and behavioral interventions within platform workflows, driving adoption and efficiency.

• Work closely with Instructional Designers to ensure clear communication and effective training for platform users, aligning with our strategy for micro-learnings and just-in-time content.
• Partner with dedicated researchers to leverage qualitative and quantitative insights that inform journey mapping and service design decisions.

• Actively participate in user testing and gather continuous feedback from employees to iterate on designs, focusing on reducing friction points and accelerating time to proficiency.

• Contribute to Strategic Impact:

• Present compelling design solutions and strategic rationale to project teams and internal stakeholders, articulating how designs directly support the strategic vision for transformation within Change and Enablement.

• Contribute to the measurement of platform adoption and identify areas for continuous service improvement.

What you'll need:

• 5+ years of dedicated experience in Service Design, with a strong portfolio demonstrating work on complex internal systems, large-scale organizational change, or enterprise platform implementations.
• Proven expertise in Journey Management, System Thinking, Service Offerings, and Service Ecosystems design.
• Proven ability to navigate and design for the unique challenges of a global, matrixed organization.
• Proficiency in a wide range of service design tools and methodologies, coupled with a solid understanding of enterprise-level challenges and opportunities.
• Strong understanding of how to leverage user research findings to inform design, and experience collaborating effectively with research teams.
• Excellent communication, collaboration, and problem-solving skills, with a demonstrated ability to influence and build consensus within complex organizational structures.

Who you are:
You're open
:
We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic
:
We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary:
we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:
Passionate, inspired people
– We aim to create a culture in which people can do extraordinary work.

Scale and opportunity
– We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work
– Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we've adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
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