Lead Service Designer

About the Role

12 Month FTC – Bringing to the team the Human Centred Design skills and thinking, to support and guide the definition and implementation of the desired customer experience and to develop and implement strategies to achieve this outcome. With a developed business acumen, inform and advise business leaders on actions to support enhanced customer outcomes and ensure these are aligned with icare’s strategic objectives. Actively involved in all aspects of service design including quantitative and qualitative research, concept development, CX artefacts creation, user testing, workshops etc, to support the delivery of better customer and scheme outcomes.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• icare day – access to an extra day’s leave
• 17.5% annual leave loading
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards – On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

• Work with the NI WC ,Platform Experience and CX team, in defining, visualising and communicating the optimal customer experience and to support the embedment this into business practice.
• Research, develop, implement, and lead, when required, design projects from concept through to delivery that support and enhance customer experience.
• Be the champion for human centre design, helping the team to expand their skill sets through on-the-job training.
• Advise and guide the development of in-house capability and projects including the design of digital experiences.
• Develop tools that best tell the story of uncovered insights, aimed at helping stakeholders of different seniorities make evidence-based decisions for changed ways of working and technology implementation.
• Use HCD methodologies to support the design and implementation of new service propositions to uplift customer experience and drive scheme outcomes.
• Work with Continuous Improvement and Digital teams to create effective processes to turn insights into action.
• Work with the broader Customer Experience team and our Community of Practice to leverage insights across different business areas and schemes.
• Provide persuasive, commercially sound, professional advice and solutions to the Manager and business leaders on a range of Human Centred Design matters.
• Contribute to regular reports for the board and group executive team.

Skills & Expertise

• Experience working in CX Design projects with proven success.
• Experience in applying Human Centre Design principles in a commercial setting.
• A minimum of five years’ experience working in customer experience or service design.
• Communication and engaging storytelling.
• Experience running workshops, interviews and focus groups
• Experience designing and running qualitative and quantitative research.
• Pre-employment checks.
• Tertiary qualification at degree level in design, business or other relevant field, or equivalent knowledge and skills acquired through extensive practical experience