Global Service Designer

Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global technology platform for luxury fashion, connecting creators, curators and consumers.

Operations

We’re passionate about operational excellence, acting with our customers always in our heart. From Content Creation, to Payments and Fraud, to Delivery and Customer Care Services, we’re creating seamless and luxury experiences for our customers all around the world.

Porto

Our Porto office is located in Portugal’s vibrant second city, known for its history and its creative yet cosy environment. We welcome new ideas and a large number of our people. From Account Management to Technology and Product, whatever your skills are, you’ll find your fit here. You can have an informal meeting in the treehouse or play the piano in your lunch break!

The Role

Reporting to the Senior Global Service Design Manager, we are looking for a Service Designer to lead the creation of new service concepts that continuously improve international partner services and helps the business meet its strategic goals. Working closely with the wider Service Design team, Process Design team and communication specialists to conduct partner research and produce service design tools, such as personas, partner storyboards and journey maps to assess concept feasibility and keep the partner central to solutions. You will lead and facilitate a service solutions design process and run rapid prototypes to validate and iterate on ideas and roll out communications for new services that meet and exceed the needs of our partners. You will oversee the partner experience including the Partner journey and Communications strategy .

What You’ll Do

• You’ll have knowledge of the Partner and Customer experience and expertise of the end to end journey;
• Identify and prioritise customer needs/pain points to define future service experiences for our partners, balancing the need for global and localized solutions;
• Analyse failure within services and identify root causes for that failure;
• Arrange these separate interactions into descriptive and engaging Partner and Customer journey maps
• Understand the existing supporting system of a service and design targeted improvements to that system to accommodate the new service;
• Conduct customer research projects, synthesising customer feedback into early stage customer personas, storyboards and journey maps;Work with teams to build and refine concepts, prototypes and designs;
• Create and rapidly iterate on service prototypes;
• Support teams and stakeholders to expand their Human-Centered Design skills
• Help land change that affects the Partner experience by promoting Partner centric end to end thinking

Who You Are

• You have experience in Service Design, Product Design or other human centered methodologies
• You’re Passionate about Customer/Partner experience and Design thinking
• You understand how to meet customer and partner needs in a business to business environment;
• You are have experience operating in an international environment and have awareness of the operational needs of various global regions;
• You can source and analyse data and research information;

The Service Designer will lead the creation of new service concepts that continuously improve international partner services and helps the business meet its strategic goals.