Service Designer

The Service Designer will play an important role in crafting service experiences that seamlessly cut across our channel ecosystem. Their role is to harness this whole ecosystem, understand how people move across services, design the connective tissue 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 the person will work closely with our Service Design team to collaborate with our Digital Delivery Team (consisting of product owners, UX’ers and developers), our Analytics Team and other key business functions (especially store operations, marketing and IT).

As the Service Designer, you can expect to:

• Work with the team to re-imagine world class service experiences that span across our channels, from the digital and to the physical environment of our stores
• Design the necessary changes to a business’ operating model to activate and underpin a new service experience
• 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
• Pivot and fail fast, innovate and not be wedded to one way of working
• Participate in Agile process, principles and practices across the team and use techniques that increase transparency, collaboration and consistency

You’ll need:

• Strong understanding of service design, with experience of designing desirable service experiences
• Experience of designing the necessary changes to a business’ operating model in order to activate and underpin a new service experience
• Experience of bringing a new service proposition to life, moving from initial concept through to full blown delivery