Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

We’re looking for an experienced UX leader to play a key role in a service design engagement for a complex financial services client organisation. This role is part of a cross-functional team delivering a strategic service improvement program to transform the customer experience, drive innovation in service delivery, and embed a journey-led, human-centred, agile way of working within the organisation.

You’ll work closely with strategists, researchers, designers and analysts primarily in the conceptual and strategic design space. The engagement spans discovery through to concept design, with outputs focused on problem definition, validated concepts and features, and a mixed transformation backlog.

Beyond delivery, you’ll contribute to the development of the organisation’s service design methodology and build foundational client capability in UX best practice, while modelling strong human-centred design thinking and behaviours

• Lead hypothesis-driven user research and synthesis to identify critical user insights for the design of effective experiences
• Frame journey-level problems and opportunity areas
• Plan and facilitate design workshops with stakeholders
• Lead hands-on collaborative working sessions with client team
• Uplift capability in UX approach and principles through hands-on coaching and informal training (for client team)
• Communicate with an influential voice to shape approaches and position ideas for customer impact
• Shape features and functionalities that solve real customer problems
• Collaborate with colleagues on the development of user stories and requirements
• Contribute to and help embed the organisation’s service design methods, tools, and ways of working
• Co-create a practical playbook capturing methods, learnings and ways of working to support ongoing adoption

To be successful in this role, you’ll be highly collaborative and comfortable working in ambiguity and complex environments. You’ll be experienced operating in a strategic, conceptual space (rather than designing for build), and ideally confident working across frontstage and backstage. Experience in financial services is valued but not essential; however, demonstrated experience in complex, regulated organisations (e.g. government or similar) is required.

· Possess a thorough point of view on craft, tools and process

· UX leadership, modelling best practices and behaviours

· Strong research, synthesis and facilitation skills

· Strong communication, expectation setting, and stakeholder engagement skills

· Concepting, low-fidelity prototyping and user testing

· Journey and service-level experience design across channels and touchpoints

· Familiarity working across front and backstage

Ideal but not essential

· Experience in medical or other professional indemnity insurance

· Experience working with member-owned organisations

· Experience in financial services or government

· Experience working on / supporting Service Design projects

Please note this role is a contracting opportunity to start with and you will need to be available to start immediately.

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at hiring@publicis.sapient.com