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Experience Design - Service Design - Manager (BC)

Location:  Dublin 2
Other locations:  Anywhere in Country
Salary: Competitive
Date:  18-Nov-2022

Job description

Requisition ID:  870821

About EY Seren

EY-Seren Ireland is an international strategic design and innovation consultancy with clients around the world and are part of the multi-skilled performance advisory practice of EY. We help clients achieve business transformation through a customer-centered approach to design. We combine deep customer and commercial insight with leading-edge design capabilities to deliver experiences that set our clients apart.

We are looking for an individual who is a love solving complex problems across different groups of people within a company or between customers and the company.  You look beyond the symptoms and enjoy doing research with the different groups to identify their core needs and pain points.  You strive in solving for their core needs and pain point and designing new solutions that can connects these dots in new experience.  

Please include either an URL or attach case studies demonstrating your service design process following the design thinking methodology.

Notes: Applications without a portfolio will not be considered.

Responsibility- Designing experiences with a customer-centred mindset by:

  • Experience in managing smaller projects with 1-2 other designers including ability to outlining the tasks, checking in on progress and deliverables and communicating with project stakeholders leading to successful project delivery.
  • Great communication and collaboration skills as in working with larger teams and providing transparency about progress and potential challenges in the project.
  • Proven experience in different research methods (in-person and desktop research, how-to benchmark, data analytics, industry trends) and how to structure research to reduce the risk of confirmation of bias that may impact the results.
  • Analyze the research to uncover end user needs and pain points and turn these into clear direction for the service experience.
  • Lead the design and development of service concepts, as-is journeys, service design blue prints and other service design artefacts to provide practical insight and inform strategic direction for our clients
  • Set-up up and manage design thinking workshops with different business and technical groups across the entire design process from research, ideation, design & delivery.
  • Ability to tell a compelling customer story – through bringing all elements across the experience together to build an end to end understanding for wider teams. Help cut through the complexity.
  • Work with the client teams to understand key business objectives to align the end user service needs to drive business goals.
  • Engage in ongoing activities that enable us to learn, practice, and evolve our service design discipline


  • 6 + years in CX, research, product design and/or innovation experience
  • Proven experience and ability to analyse user research – e.g. writing interview scripts, conducting interviews, writing surveys, participant recruitment and trialing new concepts with clients.
  • Lead the design of customer journeys, service blueprints and other service design assets in various tools.
  • Experience in facilitation and set-up of interactive workshop.
  • Identify project requirement chances and adapt to complexity, and unknowns
  • Creative design capabilities with experience using creative design software (InDesign, Sketch, Figma, Miro)
  • Working in digital projects or departments
  • Ability to work effectively in a team setting including synthesizing abstract ideas into concrete design solutions
  • Multi-tasking and time-management skills, with the ability to prioritize tasks.


Nice to Have’s:

  • Designing at a conceptual level prototypes for new services and products being produced for end-users.  Work with product designers to hand-off concepts for product design.
  • Experience in preparing proposals and budget management to ensure all finances are on target and help grow the business.  


What we offer

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings, and a wide range of discounts, offers, and promotions. 


Plus, we offer:

  • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. 
  • Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. 
  • Diverse and inclusive culture: You’ll be embraced for whom you are and empowered to use your voice to help others find theirs.


EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance



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