M01 - Service Designer

Project Overview

The project explores how to help agency teams move from ambiguous business ideas and scattered information towards clear, buildable requirements for digital products.

The insights generated from this work will directly inform the design of a digital tool or AI-assisted agent intended to support the requirements discovery and definition process.

This role combines applied service design and generative discovery, with a strong focus on understanding the real problem, user behaviours, workflows, and pain points before shaping the solution.

Roles & Responsibilities

• Conduct discovery with agency teams to understand how they currently develop ideas, gather information, and translate business needs into requirements for digital products.
• Map the end-to-end journey from an initial business idea through to clearly defined and buildable requirements.
• Identify where teams encounter challenges, lose information, experience inefficiencies, or diverge in their processes.
• Identify recurring patterns, friction points, behaviours, and unmet needs across different teams.
• Synthesise complex and fragmented research findings into clear, structured, and actionable insights.
• Translate research findings into design principles, opportunity areas, and requirements that inform the concept and design of a supporting digital tool or agent.
• Prototype and test process interventions, workflows, or concepts to determine whether they help teams achieve greater clarity and develop more actionable requirements.
• Plan and facilitate workshops to frame problems, align stakeholders, explore opportunities, and pressure-test emerging concepts.
• Work closely with Product, Design, Engineering, and relevant stakeholders to ensure discovery insights effectively inform solution development.
• Communicate research findings, recommendations, and design rationale clearly to both technical and non-technical stakeholders.

Qualifications & Skill Sets

• At least 5 years of experience in Service Design, UX Research, Product Discovery, or a related discipline.
• Demonstrated experience working within ambiguous or complex problem spaces and helping teams move towards clear, actionable outcomes.
• Strong generative research and synthesis skills, with the ability to turn messy, scattered, or incomplete information into structured insights.
• Experience conducting qualitative research, stakeholder interviews, discovery sessions, and process mapping.
• Strong ability to design for processes, services, and workflows, rather than focusing solely on user interfaces.
• Experience translating research findings into design principles, opportunity areas, requirements, and solution concepts.
• Strong workshop facilitation skills with the ability to guide stakeholders through problem framing, ideation, and alignment.
• Confident stakeholder engagement and communication skills across both technical and non-technical audiences.
• Ability to work independently within an exploratory 0-to-1 environment where the final product or solution may not yet be defined.
• Comfortable with experimentation, prototyping, testing, and iterating based on evidence and user feedback.
• Interest in or exposure to AI-assisted tools, AI agents, or AI-enabled product experiences is an advantage.