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Lead Service Designer

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Location: London, England, United Kingdom
Job ID: 44221
Date Posted: Dec 12, 2019
Segment: Others (Including Headquarters and R&D )
Business Unit: Hitachi Regional Headquarters
Company Name: Hitachi Europe Ltd.
Profession (Job Category): R&D
Job Type (Experience Level): Experienced
Job Schedule: Full-time
Remote: No

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Role Overview


Hitachi is engaging in an ambitious project with leading healthcare provider to revolutionise healthcare operations and management through human-centred design, artificial intelligence, IOT and digital transformation.  We are looking for an experienced Service Designer to join a multidisciplinary team and subject experts to lead the design and development of a Digital Control Centre within a Smart Hospital environment.


The end solution will allow front line to executive level hospital staff to get relevant information in the right context at the right time to make better decision on how to deliver better care, while improving efficiencies, and increasing satisfaction. The solution will combine a digital platform (that makes use of different scenario simulations to identify bottlenecks and optimise the situation) with operational and organisational change. The solution will be co-created with care staff from across the ecosystem to meet the needs of the users, support staff ways of working and deliver patient outcomes in a safe and sustainable manner.


The role will be to lead the Service Design project workstreams that include, understanding user needs and requirements, designing a vision and future service state, developing detailed service blueprints and prototyping service solutions concepts that will feed into new operating models, digital platform development and touchpoints for staff within the hospital. You will be working with UX Designers to cover both service experiences and digital interfaces of the solution.


You will bring your proactive and positive attitude to dive into work that could change lives as part of a core innovation and programme delivery team.

The role will support the development and implementation of a user-centred design methodology that integrates design thinking with lean management and agile digital development practices.


This role sits within Hitachi’s Research and Development organisation and offers an exciting opportunity to be involved in a variety of different areas of innovation of global significance, especially around ‘smart spaces’; be part of a leading-edge team; as well as contributing to an increasingly important business division of the Hitachi Group.



Main Tasks and Responsibilities


You will

  • Lead activities working collaboratively with colleagues from enterprise architecture big data, UX/UI design and business analysts to design, prototype and build digital service experiences and customer journeys.
  • Design project visions and ‘future state scenarios’ aligned with programme strategy and overarching goals for breakthrough innovations.
  • Work closely with Lean Management and Operational Excellence teams to design future services that provide excellent experiences and deliver efficiencies.
  • Explore user needs and validate existing assumptions through user research and interviews in the field by analysing user journeys, workflows, multi-channel communications, service and system operations.
  • Engage multiple stakeholders to re-imagine new service experiences and value propositions and communicate these through journey maps, storyboards, blueprints and other service interaction proposals.
  • Plan, design and deliver engaging co-creation activities and workshops.
  • Liaise and deliver presentations of progress and outcomes to programme boards and stakeholders.
  • Lead the planning and management of tasks and deliverables for yourself and a small team of other junior designers.
  • Help build the capabilities and skills within our partner organisations through establishing a Centre of Excellence.
  • Travel within UK, Europe and Japan and the US.


Key Skills and Experience

  • Excellent qualitative and ethnographic research skills with the ability to draw out insights and latent user needs from complex scenarios.
  • Able to think through an end to end user experience considering a range of touchpoints.
  • You are resourceful and able to identify how to prototype service components to build a solid base of validated learning.
  • Excellent visualization skills.
  • Proficient in Adobe suit or equivalent visualization tools.
  • Service Design experience working in agile teams (agency or in-house).
  • Planning, managing and executing projects within defined timeframes and budgets while managing and mitigating risk.
  • Led a team to deliver expected results.



Benefits Package


In addition to offering a market competitive salary and discretionary bonus scheme, Hitachi also provide an attractive benefits package, which is regularly reviewed, and offers a wide range of benefits that you can choose from, including:

Company Funded Benefits


·         Market competitive salary and discretionary bonus scheme.

·         Generous holiday entitlement - with the option to buy up to an additional 8 days per year

·         A Holiday Banking scheme allowing you to bank untaken holiday to use another year

·         Group Personal Pension

·         Private Medical Insurance

·         Employee Assistance Programme 

·         Personal Accident Insurance


Voluntary Benefits (funded by employee) including;


·         Cycle to Work scheme

·         Gym Membership

·         Dental Insurance with option to include dependent children

·         Health screening

·         Dining Card


Company Overview 

Hitachi Europe Ltd is a social innovation company with headquarters based in Maidenhead, England. The company’s European operations employ over 550 people to deliver services and solutions to customers in several key business areas. The company's portfolio includes digital media products, industrial components and equipment, European procurement and sourcing, research and design, information systems. 

HEU is also responsible for managing a Shared Services Group that provides the Company's business units with a range of innovative and effective common services that deliver value, create ‘lean’ processes and support growth and development - including HR, IT, Legal, Finance & Accounting, Corporate Communications & Sustainability, and Business Development. 




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