Service Designer

About the role:

The Service Designer will play an important role in designing experiences that deliver a seamless and cohesive customer experience across our channels. Their role is to harness this whole ecosystem, understand how people move across services, design the connectivity between them and bring to life new service propositions for our customers conscious of the backstage elements that bring to life the front stage experiences.

All of this will be done with a range of cross-functional teams where you will work closely with our Service Design team to collaborate with our Digital Delivery Team (consisting of product owners, design researchers and developers), our Analytics Team and other key business functions (especially store operations, marketing and IT).

The Service Designer will be part of our Digital function, focused on both retail and commercial customers.

As the Service Designer, you can expect to:

• Work with the team to deliver world class service experiences that span across our channels, from the digital and to the physical environment of our stores
• Bring to life new service propositions, moving from initial concept to prototyping through to full blown delivery
• Co-create and co-design with various teams across the business, where you might facilitate a session and guide the group to a desire outcome
• Get deep and personal with our customers, using a range of research techniques to really immerse yourself in their lives
• Use MVP and DVF thinking to find a solution that benefits both the customer and the organisation
• Guide the conversation through data driven insights, and establish advocacy for the customer to drive the best possible customer experience

You’ll need:

Joining a highly dynamic and collaborative team you will possess exceptional stakeholder management, facilitation and communication skills. Ideally you will possess experience bringing a new service proposition to life moving from initial concept through to delivery.

Additionally, you will possess:

• Strong influencing and communication skills with experience in workshop facilitation and bringing multiple teams and stakeholders on the ‘journey’
• Experience in cross-functional teams collaborating effectively with data analysts, technologists, UX/UI designers, product managers and developers to bring service and product visions and strategies to life as digital outputs
• Visual design skills to express complex ideas, concepts and information visually to influence an audience
• Experience with strategic thinking to align service design efforts with broader business goals and strategies.
• A flexible mindset to navigate ambiguous problem spaces and adapt to challenges as they present themselves
• Comfortable using Miro/Figma/PowerPoint/Excel
• Able to plan and execute a mixed methods customer research approach tailored to the context of work
• Skillset in design researching, identifying gaps and presenting insights
• Comfortable with gathering and making sense of both qual & quant data to turn into actionable insights and guide the direction of the work with necessary stakeholders