Service Designer

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office in Mauritius. Our goal? We bring people solutions to life. So, companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent. Are you ready to join us?

The service designer’s role is to create and improve the experiences of customers and users by designing and optimizing the organization’s services. The service designer focuses on understanding the needs, expectations, and pain points of customers and designing service solutions that deliver value and meet those needs.

Key responsibilities

• Customer understanding: Service designers coordinate research and data gathering (together with the UX researcher) to gain insights into the needs, behaviors, and preferences of customers. This helps service designers develop a deep understanding of customer needs and informs the design process.
• Service Design and Service Innovation: Based on research findings, service designers ideate and develop innovative service concepts and solutions. They apply design thinking methodologies to map customer journeys, define touchpoints, and design service blueprints that outline the end-to-end customer experience. Service designers collaborate with cross-functional teams to create new service offerings or improve existing ones.
• Problem Definition and Solutioning: Service designers engage business stakeholders and end users in co-creation activities to gather feedback and validate service ideas. Collaborating with the UX designer and researcher through prototyping and testing allows them to refine and iterate the design of the services based on user insights and ensure that the final service solution meets customer expectations.
• Collaborative Cross-functional Work: Service designers collaborate with various stakeholders within the organization, including product managers, marketers, operations teams, and IT professionals. They work closely with these teams to ensure the seamless integration of service design principles and deliver a cohesive and consistent experience across different touchpoints and channels.
• Service Delivery Optimization: Service designers continuously analyze and optimize the delivery of services to enhance the overall customer experience. They identify pain points, bottlenecks, and areas for improvement through methods such as service blueprinting, customer journey mapping, and service quality assessments. They propose and implement changes to streamline processes, improve efficiency, and increase customer satisfaction.
• Communication and Visualization: Service designers use visual tools and techniques to communicate service concepts, ideas, and improvements effectively. They create service design artifacts such as service maps, customer journey maps, and personas to convey insights and recommendations to stakeholders. Visual communication helps align teams and gain support for service design initiatives.
• Stakeholder Management: Service designers engage and collaborate with stakeholders throughout the design process. They facilitate workshops, conduct presentations, and communicate the value and impact of service design to stakeholders at various levels of the organization. They advocate for user-centered design principles and promote a customer-centric culture within the corporation.