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Service Design Director

Location: London, England.
Company Description:

We Dream. We Do. We Deliver.

As a full-service, data-driven customer experience transformation, we partner with Top 500 companies in the DACH region and in Eastern Europe. Originally from Switzerland, Merkle DACH was created out of a merger Namics and Isobar - two leading full-service digital agencies.

Our 1200+ digital enthusiasts are innovating the way brands are built, through providing expertise in Digital Transformation strategy, MarTech platforms, Creativity, UX, CRM, Data, Commerce, Mobile, Social Media, Intranet and CMS. We are part of the global Merkle brand, the largest brand within the dentsu group, who shares with us a network of over 66,000 passionate individuals in 146 countries.

Job Description:

The Role

We are looking for a Service Design Director to join our Experience Design team and help us empower individuals, build brands and transform ​businesses.

Our Designers are a diverse and passionate team of strategic, empathetic, tactical and creative thinkers who envision and craft digital services based on deep understanding of customer needs as well as business needs.

We need someone to drive building service design at Merkle. You'll lead projects and help to grow our practice. You need to bring deep experience in delivering service design projects across a range of clients and sectors. We want someone who's developed services and seen the implementation through across digital, physical and organisational design. You need to bring a good toolkit of methods and techniques and be able to demonstrate having used them on projects.

You’ll work will a cross-functional team of CX specialists in Creative, UX, Technology and Data & Analytics to guide and deliver on Digital Transformation for our clients. 

Life as a Service Design Director at Merkle 

·      You’ll lead the delivery of service design projects managing multidisciplinary teams of designers and be responsible for the quality of project deliverables

·      You’ll communicate and articulate design decisions through visual written and verbal means

·      You’ll lead conversations with client stakeholders, including workshop sessions

·      You’ll use insight to drive our strategic thinking and place the human at the centre of what we do

·      You’ll engage in ongoing activities that enable us to learn, practice and evolve our discipline

A few of the benefits

Whether it’s the joy of working with people at the top of their game or the Merkle social calendar, people love working here – and we hope you will too

·      Career development through Merkle University and other tools; with access to courses, textbooks and mentorship

·      Private Medical Insurance, Company Pension, Life Insurance, Critical Illness Cover and other corporate benefits

·      A selection of other benefits including multiple Wellbeing Days per year, season ticket loan and 2 volunteer days 

Diversity, Equity & Inclusion

At Merkle, a dentsu company, we believe that creating diverse and balanced teams is not just a moral imperative, it is a business imperative. To help our clients reach millions of different people every day, we need our people to reflect the society that we represent.

We aim to create an inclusive culture where all talent thrives, and we champion meaningful progress in diversity, equity and inclusion (DEI) for our people, clients and partners.

DEI is firmly embedded into our shared values - the 8 Ways to Never Before - and our Leadership Framework, which applies to all of our people. And our Global DEI Principles reflect our pledge to be an organisation that promotes wellbeing and inclusivity for everyone - regardless of ethnicity, race, sexual orientation, gender (incl. gender identity and gender expression), age, neurodiversity or physical ability.  

We are proud of what makes us different and encourage applicants from all different backgrounds to apply to join us. We are always happy to discuss all flexible and agile approached to working and should you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.


What we are looking for in you

·      Degree qualification in service design, experience design or other behavioural/design areas 

·      Practical experience in using diverse range of research and design methods and tools 

·      Skilled in managing & delivering projects to meet the brief, budget and timescales 

·      Experience in spotting opportunities and winning new business 

·      Experience in building capability within a team, thinking strategically about how to position our offer and create a team 

·      Good skills around facilitation, co-creation methods, ethnographic research and prototyping. 


Additional Information:

What we have to offer

Working at Merkle means: developing smart creative solutions with talented colleagues.

Your professional development lies in our focus. For this, we offer internal and external training and exchange formats, as well as various development paths and career models. Through the exchange with over 1500 colleagues at 8 locations, you will be able to expand your network and knowledge continuously.

We will actively promote your work-life balance: home office, flexible working hours, sabbaticals… you name it. It’s not just work for us - regular agency events, table football, lab days, and much more offer plenty of fun (of course only if the Corona-Situation allows it)!

The prime locations of our offices offer further opportunities for recreation and excellent transport connections.


Let’s go!

Sounds good? Then send us your complete application (including your portfolio) using our online application form. We are looking forward to meeting you!

*Applications without portfolio will not be considered

More Information:

Students & Recent Graduates: Start your career at Merkle and get on the path to success. Experienced Hires: Leverage your expertise, challenge the status quo and grow your career at Merkle.