Principal Service Designer

We are on the lookout for an enterprising Service Designer to spearhead the design and rollout of next generation cross-functional people and business processes. You will help set the standard for the next era of Advanced customer experience by driving customer centricity throughout the business. Working in tandem with Experience Design, Customer Experience, Product Managers, Owners and PaaS Teams (and other internal departments, this is a truly cross functional role) the Service Designer will be instrumental in ensuring our SaaS solutions consistently surpass customer expectations and that we are effectively “set up” to do so with the right teams and systems in place.

As the first role of this kind in the business, you’ll start by cataloguing and auditing the current front-stage customer interactions and internal back stage processes of products, identifying areas that can be added to a strategic service design roadmap for improvement. Alongside the rest of the design function, your aim will be to bring disparate journeys across silo’d products together into one cohesive world class customer experience.

• Research: User interviews, ethnographic studies, market analysis.
• Journey Mapping: Visualise customer touchpoints, identify areas of enhancement.
• Prototyping: Create and test new service concepts.
• Engagement: Collaborate with teams, present findings to decision-makers.
• Blueprinting: Visualise front and back-end service processes.
• Implementation: Roll out new designs alongside product designers, ensuring real-world application accuracy.
• Feedback & Analysis: Refine services based on user feedback and data insights.
• Tools & Training: Use design tools, conduct workshops, and create comprehensive documentation in conjunction with content authors.

• Bachelor’s degree, qualifications/certifications or significant experience in Service Design, UX Design, Business Analysis, Process Engineering or similar discipline.
• 5+ years experience in customer facing or design roles, with a proven track record of devising and rolling out effective service strategies or holistic customer service improvements.
• Proficiency in design tools and methodologies (Design Thinking, Design Sprints, Service Blueprints, Customer Journey Mapping).
• Solid grasp of SaaS business models and the inherent challenges and opportunities they present.
• Exceptional teamwork and communication abilities, both in writing and verbally. Experience with workshops facilitation is a huge plus.
• Capability to engage cross-functionally and oversee multiple projects concurrently.
• Demonstrated proficiency in a dynamic, fast-paced setting.