Service Designer

Role Overview

Customer Journey teams are self-organised, non-hierarchical teams, designed to have people with all the core capability, skills and expertise required to co-create and own the design for an E2E customer journey, which achieves our customer’s purpose and delivers their desired outcomes. In the customer journey team/s, we encourage new ways of working, bringing in external thinking, enabling the team to push boundaries, disrupt, experiment, innovate and collaborate to create the best customer centric design.     We will foster team inclusion and equality of voice and input to enable these ways of working.

As the Service Designer of the end to end (E2E) customer journey, you will be accountable for developing the holistic service design across end to end journey(s) both above and below the line of visibility, mapping the journey, leading the design, plan and execution of qualitative research and creation of actionable insights to deliver the customer and commercial outcomes.

About the role: What will you be doing?

• Taking a strategic end to end view of the journey, reimagining and reinventing online and offline customer journey(s), accountable for generating insights and actions from listening to customers, working with customer experience (CX) measurement & tracking and collaborating with different Business Unit functions such as Customer Operations and Field Operations to achieve continuous improvement of the overall customer journey experience.
• Building out and iterating the ‘to be vision’ for the journey and keeping your team focused on working to achieve this.
• Managerial/Team Leader Experience (desirable)
• Owning the customer experience of interacting with our products and services through your assigned journey, understanding and mapping the customers’ emotions and feelings throughout the journey.
• Advocating the customer and employee voice through the design of the journey(s).
• Designing innovative and world class leading service for both the customer and employee experience and through design thinking, hackathons and prototyping.
• Working with the Customer Experience Strategy team to ensure joined up thinking and validate that the Customer experience aligns to Centrica direction and is consistent across journeys.
• Auditing and analysing the end to end journey and identifying root causes for failures and improvement (with data and insight from the team).
• Generating insights and actions from listening to customers using appropriate methods (NPS, walkalongs, walkthroughs, ethnographic research etc) and using this to inform the design of the customer experience.
• Identifying and designing cross journey service patterns and standards, aligned to the full customer lifecycle prioritising initiatives or design features to best meet customer and business needs.
• Gathering and distilling business, customer, technical and employee constraints into digestible components for the team, and for those responsible for developing service, and implementing it, and reconciliation of these against user expectations to identify an appropriate course of action.
• Designing, planning and executing qualitative research and innovation concepts that align with Centrica CX vision (or defining requirements that others can execute), and commissioning usability research to rapidly iterate, test and scale new service designs.
• Collaborating with your counterparts across the Customer Journey teams to share ideas, your work, internal and external best practice to ensure we maintain alignment and deliver consistency across the teams and work as effectively as we can for the benefit of the teams and our customers.
• Establishing relationships and liaising with key stakeholders throughout, including leading workshops or other activities to create cross stakeholder consensus and concept cocreation.
• Liaising with the wider Customer journey team(s) and stakeholders across other departments to support the delivery of the new service, providing expert guidance and support to the Customer Journey owner.
• Commissioning special design / innovation lead activity to partner agencies/in house labs as required, setting clear objectives and outcomes.

About You: Knowledge, Capability & Qualifications

• Proven experience within Service Design, particularly leading strategic design projects in a large organisation;
• Previous experience of Service Design within alternative sectors would be advantageous.
• Strong experience understanding and changing customer behaviour;
• Outstanding ability to implement and improve customer experience capabilities by scaling design frameworks and tools to upskill teams, and create a common design vision and principles;
• Exceptional relationship management and influencing skills, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels;
• Proven ability to lead teams in applying the Design Thinking methodology to develop experiences in creative ways;
• Experience delivering multi-channel designs or solutions across large-scale programs and businesses;
• Ability to lead on the design and implementation of experiences across human and digital channels;
• Experienced in facilitating end-to-end collaborative design sessions, including with large and/or senior audiences;
• Ability to coach, guide and mentor junior members of the team and others new to Service Design in order to continue to build a world-class team;
• A degree or equivalent in human-centred design, psychology, research, engineering or a similar background.