Senior Service Designer

Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs!

As the world begins to travel again, we want to make sure we’re delivering an exceptional service for our customers, and we want you to be part of that journey.

We are looking for an experienced service designer to play a crucial role in shaping the Cover-More business ecosystem, driving the evolution of the end-to-end customer journey, from research, high-fidelity designs to essential back-end operations required for service delivery.

So, what’s the job?

• You’ll develop and refine the service design strategy, aligning it with the company’s overall strategic goals, and the needs of our customers.
• You’ll conduct in-depth user research to understand customer pain points, motivations, and behaviours throughout their experience.
• You’ll create end-to-end customer journey maps, identifying touchpoints and opportunities for improvement across multiple channels and platforms.
• You’ll develop service blueprints that outline the end-to-end service delivery process, highlighting customer actions, front stage employee actions, back-stage processes and physical and digital evidence produced during the service journey.
• You’ll design and iterate on service prototypes, collaborating with developers to ensure seamless integration of service design principles. Conduct usability testing to validate and refine the service concepts.
• You’ll collaborate closely with product managers, business stakeholders, and operational teams to understand business objectives, constraints, and requirements. Translate insights into actionable service design recommendations.
• You’ll continuously monitor and analyse service performance metrics, customer feedback, and market trends. Identify areas for improvement and propose innovative solutions to enhance our customers’ (internal, external, B2C) experience.
• You’ll lead and inspire cross-functional teams, fostering a collaborative environment and championing service design principles and best practices throughout the organisation.

And what are we looking for?

• You’ll bring 5+ years’ experience as a Service Designer, with a UX/CX/Product Design background
• You’ll have a deep understanding of multi-channel service delivery
• You’ll be experienced in optimising back-end operational processes
• You’ll be proficient in service design methodologies
• You’ll have the ability to lead, inspire and motivate cross functional teams to deliver high-quality services
• You’ll be able to display prior evidence of leading holistic service design strategies that were successful and continuously optimized, and be able to explain the results that you achieved
• You’ll possess excellent collaboration and communication skills
• You’ll be a self-starter who enjoys working autonomously
• You’ll be an analytical thinker with strong problem-solving skills
• You’ll have previous experience working within highly regulated industries (insurance/financial services preferred)