Lead/ Principal Service Designer (3 month contract)

Architect powerful user-centred systems for the Boon platform, translating complex use cases into seamless solutions that combine behavioral science and AI to tackle complex societal challenges.

In a Nutshell:
We are seeking a Lead/Principal Service Designer to join our 15-month-old, rapidly growing psychological AI startup. The ideal candidate will design and orchestrate how our AI and behavioral science capabilities are translated into effective solutions within the Boon platform, ensuring our product meets the needs of our diverse client base while driving positive societal impact.

Why This Role Is Important to Boon’s Work:
Founded in 2022, Boon is a technology company that uses cutting edge data science and behavioural science techniques to answer complex questions about human behaviour. We work with risk and crisis firms, strategy consultancies, non-profits, and government entities to solve business and societal challenges. At our core, we are a company founded on the premise that data can be used for social good.

As an early-stage startup, we need a versatile Lead Service Designer who can effectively shape how users interact with the Boon Platform, translating our capabilities into experiences that are both insightful and impactful. This role is crucial as we expand our operations and take on increasingly complex projects, ensuring our platform delivers both business success and social impact.

Once You Are Here, You Will:

• Be the sole user-centred design practitioner responsible for planning and executing all research, service design and UX work to shape our solutions
• Work with the Boon team and key stakeholders to map existing and future customer journeys
• Design and iterate service blueprints that map the orchestration of our AI and behavioral science capabilities, showing how they create value for users and stakeholders
• Lead research and strategic design activities to understand user and stakeholder needs and validate solutions, ensuring our platform evolves based on evidence
• Develop user archetypes to fuel a shared understanding of user behaviours, goals and needs, to underpin the design process
• Create frameworks and prototypes that communicate complex interactions between users, technology, and business processes
• Collaborate with engineering, data science, and UX teams to translate insights into intuitive design solutions
• Champion user-centred design practices across the organisation, helping establish and embed sustainable approaches to meeting user needs

Relevant Experience & Mindset:

• 6+ years of service design experience, with proven expertise in complex digital products, data-driven products and new product development
• Experience designing for AI/ML products, with understanding of their unique implications
• Experience of working closely with engineering and data science teams
• Experience working with agile teams and collaborating in an open, iterative manner
• Comfortable being the only user-centred design practitioner in the company and therefore being flexible in your role depending on organisational needs
• Strong research skills with ability to translate findings into actionable insights, strategic recommendations and design decisions
• Ability to approach research and design pragmatically, and ability to make progress where access to users, stakeholders or information is limited
• Ability to develop low to medium fidelity prototypes of key touchpoints and journeys
• Excellence in stakeholder management and ability to communicate design decisions effectively
• Comfortable with ambiguity and excited about shaping emerging technologies
• Experience working in a start-up environment
• Team player who is proactive and resilient
• A passion for social good