Principal Service Designer

Site Name: UK - Hertfordshire - Stevenage, Poznan Business Garden, USA - Pennsylvania - Upper Providence
Posted Date: Aug

GSK R&D and Digital & Tech's collective goal is to deliver GSK impact, including the acceleration the discovery and development of medicines and vaccines to patients. R&D Digital & Tech are the key Tech partner to support the R&D Ambition of bringing more medicines and vaccines to patients and support our scientists by supercharging R&D with Data. The Quality Engineering and Labs (QEL) function is a pivotal function for this, as it looks after the ~500 systems that support the end-to-end R&D process and all of the systems that sit within the Laboratories. There are 17 sites, with around 7,000 scientist that work within the Labs in GSK, so it is a complex environment with a lot of legacy systems and software, end to end across the whole of R&D.

The Principal Service Designer is a key role in how we create a user experience for our laboratory scientists that transforms how they work and feel about working in the laboratory. This design leader will work with the Lab Scientist Experience Team, with scientists in R&D and other product teams to build a 1-3-year plan on how we utilise Service Design to holistically transform our scientists' experience. This role is focused on the Scientist user experience at a software platform perspective and how this creates opportunities for Digital, Data and Analytics functions, and so DDA teams and their needs are a key partnership.

We create a place where people can grow, be their best, be safe, and feel welcome, valued and included. We offer a competitive salary, an annual bonus based on company performance, healthcare and wellbeing programmes, pension plan membership, and shares and savings programme.

We embrace modern work practises; our Performance with Choice programme offers a hybrid working model, empowering you to find the optimal balance between remote and in-office work.

Discover more about our company wide benefits and life at GSK on our webpage Life at GSK | GSK

In this role you will

• Provide Design Leadership: Planning and executing the end-to-end activities to drive Design Thinking and Service Design, from problem definition to prototyping and blueprinting, influencing stakeholders and advocating ways of working that deliver real solutions to real business problems and challenge traditional ways of working and processes.
• Perform User Research: Conducting qualitative and quantitative research to understand user needs, behaviours and pain points within business processes and lab/desk activities and translating insights into actionable design recommendations.
• Perform Service and Journey Mapping: Through the development of personas representing diverse users, service blueprints and user/data journey maps, designing interactive service structures that describe interaction between the real world (including lab equipment) and the digital/data world.
• Prototype and Usability Test: With support from UI Designers, creating prototypes based on the proposed solutions, then conduct rigorous usability tests to gather feedback. Analyse results to refine the digital solutions, focusing on improvements that significantly increase the efficiency and effectiveness of R&D tasks.
• Collaborate & Manage Stakeholders: Working collaboratively with key business stakeholders, SMEs, product owners, UX/UI designers, and solution delivery teams to ensure a seamless integration of service design principles into product ownership and delivery. Communicate design concepts and strategies to stakeholders at various levels of the organization, ensuring alignment and buy-in.
• Drive Continuous Improvement: Monitoring and evaluating the performance of processes and services, using data-driven insights to drive continuous improvement.
• Develop our Service Design Plan: Using insights from user research and design thinking to develop Service Design models for business functions that consider both material and immaterial ecosystems, applying design thinking methodologies to analyze and improve service experiences.

Why you?

Basic Qualifications & Skills:

We are looking for professionals with these required skills to achieve our goals:

• Practical experience in planning and performing user research, experience design (interaction design, information architecture, visual design, etc) and usability testing
• Solid experience in service design with demonstrated experience with influencing stakeholders and driving change
• Strong analytical and observational skills with a demonstration of creative approaches to problem solving
• Knowledge of the software design and delivery process (both analytical and technical)
• Team player skills with exceptional collaboration and communication skills
• Awareness and willingness to roll up your sleeves with a desire to learn new things and jump into the unknown
• Natural curiosity and motivation to dig into the details in order to understand and improve upon a technical, complex, and constantly evolving problem space

Preferred Qualifications & Skills:

Please note the following skills are not necessary, just preferred, if you do not have them, please still apply:

• Experience in working in Enterprise UX & Design, preferably within the pharmaceutical industry
• High proficiency in the selection and use of standard UX and design tools

Closing Date for Applications - 3rd September 2024 (COB)

Please take a copy of the Job Description, as this will not be available post closure of the advert.
When applying for this role, please use the 'cover letter' of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.

At GSK, we have bold ambitions for patients, aiming to positively impact the health of 2.5 billion people over the next 10 years. R&D is committed to discovering and delivering transformational vaccines and medicines to prevent and change the course of disease. Science and technology are coming together in a way they never have before, and we have strong tech-enabled capabilities that allow us to build a deeper understanding of the patient, human biology and disease mechanisms, and transform medical discovery. We are revolutionising the way we do R&D. We're uniting science, technology and talent to get ahead of disease together.

Find out more:

Our approach to R&D .

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves - feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

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