Lead Service Designer

As a lead service designer, you’ll balance strategic thinking with hands-on design work, ensuring that services meet client needs effectively.

What You’ll Be Doing

Client Experience:

• Lead internal conversations, workshops and research activities to help evaluate and improve services and experiences across IM. Undertake activities to understand, co-create and map customer journeys and services from end to end, highlighting key touchpoints, pain points, customer needs and opportunities to add value where it matters to our customers.
• Be a pioneer, stay up to date with industry and market trends to continuously improve our offer and stay ahead. Utilise operational, brand and customer KPIs; as well as customer and market insight and feedback to understand how our customers feel about our legal service delivery and manage a roadmap of customer focussed opportunities.
• Create concepts, proposals and plans for client improvements or services and create service blueprints, bringing the vision and challenges to life, enabling delivery teams to quickly implement client led changes. Consider client needs, business goals, and technical constraints while shaping these concepts.
• Translate high-level ideas into actionable improvement opportunities, working with finance, business performance and practice operations to further develop and refine the concept to meet both business and client needs.
• Lead the design on multiple projects running in tandem, with the ability to work alone or in collaboration with others.
• Continuously assess existing services for improvement opportunities. Use data, client feedback, and analytics to identify areas for enhancement and propose and implement changes that enhance usability, efficiency, and overall satisfaction.
• Validate improvements using real client feedback and iterate improvements ensuring any change is embedded and fit for purpose and provide advice and recommended approaches to organisational challenges, bringing to life the impact on the clients journey
• Plan and facilitate groups including legal teams, support services, senior business area leads and central services towards a common goal and be the voice of the client in the room
• Utilise segmentation and personas to ensure various clients feedback and opinions are considered when journeys or services are evaluated
• Lead the development and utilisation of core customer centric thinking, tools and techniques.
• Strong written and verbal communication skills; the ability to articulate insights in a simple and engaging way which drives action

Subject Matter Expert (SME):

• Champion the voice of the customer consistently, identifying opportunities to maximise customer value, productivity, efficiency and service delivery.
• Be an expert in Design thinking methodology and customer journey mapping and improvement implementation
• Customer Advocacy and Culture Champion: Embody the voice of the customer within the organisation, championing their needs and fostering a client led culture across all IM teams
• Drive and initiate customer focussed changes, ensuring that decisions, projects, processes and key performance indicators are customer centric led.
• Be the point of reference across the wider business for end to end knowledge of all IM client journeys
• Competitive Awareness: Stay informed about our competitors’ customer experience offerings. Identify opportunities where we can distinguish ourselves and enhance our own services.

• Extensive experience in service design or customer journey design, with a good track record of designing new processes and experiences and delivering customer focussed improvements within a large scale service delivery business.
• Customer centric mind-set, able to credibly operate as the voice of the customer within business discussions and projects.
• Ability to simplify complex, cross departmental information and processes, enabling improvement opportunities to be found
• Previous experience of Design Thinking methodology and journey mapping.
• Able to credibly operate as the voice of the customer within business discussions and projects.
• High quality verbal and written presentation skills to articulate the concept of design or service improvements.
• Excellent communication and facilitation skills, with experience at facilitating senior face to face workshops
• Experience of working with complex data, research and insight – surfacing ley areas of improvement
• Excellent MS excel and PowerPoint skills and experience of journey mapping software
• Resilient and change focused – will have a track record of delivering step change customer improvements, as well as incremental improvements within a large service delivery business.
• Drive and ambition to improve customer processes and services, able to work independently and in an agile approach.
• Inquisitive mind-set and has the ability to look beyond the norm and find new ways of working.
• Excellent communicator, with high levels of emotional intelligence and empathy.
• Exceptional planning qualities; a passion for organising and delivering projects while inspiring cross-functional teams differing roles, levels of experience and areas of focus
• Can bring new ideas for enhancing and expanding our existing activities
• The ability to easily establish trust-based relationships with multiple stakeholders and gain valuable insights and ideas for improvement through collaboration and communication
• Drive and tenacity; enjoys a challenge, proven ability to adapt and remove obstacles to achieve results, determination and optimism