Service Designer

The Digital Office is responsible for the articulation and implementation of the firm's digital strategy and has digital experience at the heart of its approach.The DX team is a supportive team that is unafraid to push boundaries and deliver change. The DX team works as an in-house research and development team supporting the initiatives of the Digital Office through its capability and expertise in UX Research, Engagement Design, Service Design, UX/UI Design and Legal Design. The team supports the entirety of the Digital Office portfolio that encompasses Client Solutions, Digital Workplace, AI and Automation and Digital Culture and Literacy. The team also supports broader firm and division initiatives on a consultancy basis as required/ appropriate. Recent work has included envisioning the future digital workplace at Ashurst, designing and implementing numerous AI Trials for large swathes of the organisation, designing and delivering the global rollout of a third party generative AI solution, developing the firm's AI strategy and designing client facing digital products. We believe the role offers the right candidate a chance to join a team at an exciting stage of expansion, to see initiatives through from idea to implementation and to shape and drive transformation in a firm committed to outpacing change. What will you be doing? Day-to-day, you'll collaborate with cross functional teams, influence decision making and drive transformation in legal service delivery. Your responsibilities will include, but are not limited, to: Understanding the user Carrying out user research activities including:

• Conducting user research, testing and workshops with users, internal and external, to elicit pain points, needs, requirements and understand behaviours
• Analysing, translating and synthesising often complex and sometimes legally intricate user experience insights into actionable design and strategic recommendations and bringing user research insights to life through visual and storytelling techniques so that they can be understood and appreciated by a wider audience
Designing and delivering digital experiences and engagement activities Including:
• End-to-end service design including the selection and use of appropriate service design tools, methodologies and approaches that support the objectives and goals of the work and the people, problems and processes that are being tackled
• Designing in-person and remote experiences and touchpoints to engage, inform and educate
• Creating wireframes, prototypes, visuals, storyboards and interactive high-fidelity mock-ups that bring product, service and solution ideas to life so that concepts can be communicated, tested and iterated and monitoring the impact of design work and iterate as needed
Creating the conditions and setting the standard Including:
• Championing user experience evidence-based decision making across the firm and instilling an experience-led culture
• Driving organisational change by advocating for service design best practices
• Developing and maintaining resources, templates and standards for use by the team, function, division and firm and coaching and upskilling others in the field, ethos and culture of service design and cultivating a culture of experimentation and continuous improvement within the team, practice, division and firm
Driving the strategy and roadmap of the Digital Office Including:
• Through the application of your skillset and experience supporting wider Digital Office projects and initiatives where relevant including, but not limited, to producing visually compelling and insightful reflections thought leadership and content for both internal and external audiences; and informing and influencing investment, prioritisation and sequencing decisions based on the digital experience team's research and insights
  
  Capabilities and Skills we look for:
Confident and diplomatic communicators Collaborative, direct yet diplomatic, and inspiring visual communicators, mediators and storytellers who can articulate their work and concepts in a way that suits the audience and can translate between technical and non-technical. Realistic reality makers Pragmatic and resourceful reality makers that can translate ideas into reality through prototyping and experimentation bringing the future alive whilst mindful of the constraints of today. Agile adapters Ability to use skillsets and superpowers in a malleable way. Agile, adaptable, and open to learning with the ability to harness ambiguity to shape new opportunities and approaches. Creative and visual thinkers and do-ers Visually creative and daring do-ers and thinkers that can inspire whilst being willing to roll up their sleeves and get stuck in. Collaborative co-creators Human and team centred focused on creating and maintaining inclusive, safe, and inspiring spaces and places to work, share and co-create. Skills and experience Must have:
• A degree in design, law, business or a related field.
• 3-5 years' experience in a service design, user research or user experience design related role either in-house or agency.
• Experience of working in a professional services environment.
• A strong portfolio that showcases your capability and experience and different facets of your service design toolkit and their practical application.
• Enthusiasm and excitement for innovation, digital transformation, new best practices and continual learning and strong communication, facilitation, collaboration and stakeholder management skills.
Should have:
• Knowledge and interest in the evolution and transformation of the legal industry.
• Ability to absorb large amounts of information and create sense and simplicity.
• Confidence and fluency in the language and tools of agile, lean and design (including the use of Miro and Figma).
• Expertise and interest in generative AI and the risks and opportunities it presents and demonstrable experience of driving change within organisations and working alongside change management and comms experts.
Could have:
• Interest or experience in content design and/or legal design and prior experience of setting up and embedding a service design capability in an organisation.
Won't have
• An aversion to getting hands dirty and training up others in your discipline!
  
  About Ashurst Advance
We are recruiting for a strategic and collaborative Service Designer to join the Digital Experience team within the Digital Office, part of Ashurst Advance. Ashurst Advance is Ashurst's NewLaw division that utilises market-leading technology, refined processes, and subject matter expertise in a wide array of technology-enabled legal and eDiscovery services that works alongside Ashurst's legal experts to solve our clients' business problems through optimal efficiency, cost effectiveness and digitally innovative legal service delivery. Our market leading offering has been globally recognised including:
• Band 1 ranking for Law Firm LPO, Alternative Legal Service Providers (Chambers Global, 2021, 2022 and 2023), the only Law Firm in Australia to have this ranking.
• Most Innovative Law Firm, APAC & Europe (FT Innovative Lawyer Awards 2023).
• Most Innovative Firm Headquartered outside Asia-Pacific (Financial Times APAC Innovative Law Awards, 2022 and 2024).
• Innovation in the Business of Law: New Solutions (Financial Times APAC Innovative Law Awards, 2022)., To comply with regulatory and client requirements, Ashurst will undertake appropriate vetting of staff. When applicants accept a job offer, Ashurst, alongside a specialist provider, will undertake professional verification and background checks. These checks are only undertaken with consent, and in accordance with our legal and regulatory obligations.