Senior Service Designer

Are you seeking a new challenge? This offer might be for you!

Lead the delivery of the Customer Experience objectives within a dynamic team working on key business programs such as Ecommerce transformation with the opportunity to really make a difference. You will have a passion and commitment to deliver a customer-first approach ensuring the wider team understands the importance and value of the customer experience and that we take a customer centric approach with data driven decisions to shape our customer value proposition. The role encompasses the full end-to-end customer journey across all touchpoints and channels as well as developing service blueprints encompassing our internal processes, data, systems and people.

Key tasks include:

• Lead all phases of the Service Design lifecycle, including user empathy, problem definition, ideation, prototyping and testing, and scaling
• Ensure a smooth and consistent customer experience across all stages of the journey
• Prioritise key customer needs and define use cases we should address
• Define and test customer concepts, hypotheses which will lead to complete customer propositions
• Design and maintain service blueprints to illustrate the relationships between internal processes, data, systems, and people at different touchpoints across the customer journey
• Develop and embed a range of CX performance indicators (KPIs). Ensure that these are tracked before, during and after the program delivery
• Collaborate with members of multidisciplinary teams and advocate for users and user centered service design practices
• Identify, record, manage and report on the risks associated with the users
• Prepare and facilitate ideation sessions
• Lead user validation / Test & learn plan
• Define & share best practice methodology and ways of working for use by key stakeholders within (or outside) the program

Experience and skills:

• 5+ years of experience at senior level within Customer Experience environment or similar field
• In-depth experience with collaborating & briefing UX, POs and research Deep understanding of user research and use of insights
• Can lead projects independently with limited supervision
• Experience of leading all phases of the Service Design lifecycle, including user empathy, problem definition, ideation, prototyping and testing, and scaling as well as initiating, setting up and leading experiments, test & learn
• Customer Experience, Customer Journey, Service Design specific qualifications and/or training essential
• Deep understanding of user research & how to use insights for decision making
• Fluency in English, both verbal and written and experience in working in an international environment
• Creative, innovative and positive mindset
• Strong vision and strategic thinking
• Problem solver & owner of the initiatives they are responsible for
• Excellent communication, presentation and facilitation skills with ability to interact and build credibility with stakeholders across functions
• Ability to travel regularly to various central locations and local countries