Service Designer

Reporting to the Customer Experience Design Lead, you’ll join a newly formed team playing a key role to ensure customers are at the centre of everything we do by supporting the design and delivery of major elements of the Customer Experience strategy.

Collaborating with teams across the business, you’ll help map key customer journeys, develop service design blueprints and be heavily involved in initiatives that enhance current experiences while imagining new ways to interact with our customers in the future.

You will use your creativity and design skills to build visually engaging customer journey maps and service blueprints that enable the Entain to deliver exceptional customer experiences through understanding the complex relationship between customer pain points, internal business practices and the underlying systems.

Key Responsibilities

Drawing on your skills as a Service Design all-rounder you’ll:

• develop and maintain customer experience artefacts including customer personas, customer journey maps and service design blueprints, highlighting customer sentiment, pain points, service gaps and opportunities,
• support the application of CX methodologies and tools across customer experience design and improvement projects
• support ideation, co-creation, and design workshops (for small and large groups, remotely and in-person), bringing the outputs to life through visually engaging high-fidelity artefacts,
• assist in formative, generative, and evaluative research activities using qualitative and quantitative methods to identify insights from customers, employees and stakeholders, and
• support and participate in the piloting and testing of new products, services and technologies to improve the customer experience.

Skills And Experience

At your core, you are a creative person with a passion for solving problems, working with people, technology and learning. You’re an excellent communicator with the ability to translate complex insights, processes, and data into visually engaging artefacts, acting as an integral bridge between the business and the customer. You will also have:

• a working knowledge of human centred design, design thinking, business analysis, change management, process improvement, customer journey and business process mapping,
• excellent communication and presentations skills with the ability to express thoughts logically and succinctly with experience engaging and co-creating effectively with different levels of stakeholders,
• an ability to illustrate insights, data and processes in a visually engaging way, e.g. using storyboards, process flows, service blueprints, customer journey maps, etc,
• an understanding of emerging customer experience design tools and technologies such as Lucidchart, Illustrator, Mural, Miro, Visio and Figma (or similar), and
• the ability to work autonomously and prioritise competing tasks and deadlines.