Nick Gilbert
Service Designer @Telent Technology Services Ltd
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WORK HISTORY
Service Designer @Telent Technology Services Ltd
Lead Service Designer in the Highways division, shaping robust and human-centred designs for the technology and networks on the UK Strategic Roads Network (SRN). Lead Service Designer for a roadside technology and connectivity contract, shaping service strategy and delivery. Lead Service Designer for multiple projects delivering human-centered service innovation in roadside technology. Designed the end-to-end service model for an SD-WAN bid, aligning user needs, operational capabilities and requirements. Lead advocate for Design Thinking and Double Diamond methodologies, embedding these across design and delivery teams. Provides strategic bid support, including service modelling, operational design, and cost estimation to ensure feasibility and value. Leads stakeholder/ user engagement, user research, CX analysis, and service prototyping to validate concepts. Provides design consultancy both opportunities and bids operational impact assessments and cost model estimates. Produces quality Service Design assets for all stages of the design lifecycle to articulate customer journey and experiences. Leads service transition, early life support, and post-launch evaluation to drive continuous improvement and user satisfaction. Designed and drove SAFe® Agile adoption as consultant, RTE and coach, delivering efficiencies across 400+ initiatives.Notable Awards: Winner of a Telent Values Award for ‘Collaborate’ at the Telent Annual Awards 2023 for work undertaken in leading Scaled Agile for Enterprise transformation. Continually awarded \'Exceeding Expectations\' in annual performance reviews.
EDUCATION
Kidderminster College
BTEC National Diploma, Visual and Performing Arts
SKILLS
ABOUT NICK GILBERT
I am a professionally certified Service Design Consultant committed to delivering exceptional user experiences through insight driven innovation and human-centred design. I am proficient across all facets of service design, including design thinking, systems thinking, service thinking, and lean methodologies. I am a passionate advocate of crafting scalable, holistic, user-focussed solutions, that are strategically aligned with business goals leveraging research, experimentation, collaboration, agility, iteration, feedback, and continuous learning.I possess a strong track record of delivering meaningful solutions (both public and private sector) leveraging the end-to-end service design lifecycle of discovery, definition, development, and delivery. I have led both strategic service deliveries, transformations and targeted service improvement initiatives. My approaches ensure services are efficient, value-driven, user-centered and address core business problems.I am an approachable, award-winning service design specialist, trusted mentor, and collaborator. With 20 years of highly transferable experience from the IT and Telecoms sectors, I’ve held key roles in both IT Service Management and Service Design consultancy, delivering impactful, user-centred solutions.Furthermore, as a certified SAFe® 6 Practice Consultant I also have extensive experience in Agile principles having undertaken roles such as Agile Implementation Lead, Product Owner, Release Train Engineer, and Agile trainer/coach.
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