Senior Service Designer

Summary

We’re looking for a Senior Service Designer to lead and pioneer service design in the UX Product Design team. M&S is on a journey that will fundamentally change our business and how our customers shop with us both today – and in the future. Our digital products reach millions of customers each month, with our team creating seamless experiences for them and our colleagues in-store.

All the details

You will partner with teams across M&S to identify and solve customer and business problems, using service design and design thinking approaches and methods. Your contribution is both strategic (supporting commercial goals, balancing feasibility with desirability) and hands-on, ensuring a human-centred approach guides implementation.

What’s In It For You

Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special…

• 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you’re passionate about through a dedicated day away from work.

What You Will Do
Your key accountabilities will include:

• Uncover customer insights from both qualitative and quantitative research to put the customer at the heart of your work, and ensure their voice is heard in the design process.
• Focus on different levels of detail to create engaging experiences by creating customer journey maps, service blueprints, flows and storyboards.
• From journey to interface level, ensure a strong and coherent end-to-end thinking and definition of experience as it spans the work of multiple teams and designers.
• Support and inspire others in the team. Contribute to an inclusive team environment and Partner with service design agencies on larger projects.
• Build collaborative relationships across M&S through strong storytelling, communication, and influencing skills – able to select and deploy the right means of engaging your audience and building a growing movement.

Who You Are

Your skills and experience will include:

• You’ve experience designing and shipping end-to-end services across different channels.
• You thrive in ambiguity, love problem finding and solving, and are excited by changes that can improve experiences for our colleagues and customers.
• You can navigate complex journeys across multiple channels while being able to deftly communicate what matters most to our customers, colleagues and internal teams.
• Engage others in your service design thinking and process by planning, structuring, and facilitating workshops and collaborative sessions to bring cross-functional teams together.
• Forge new practice in teams for service design, advocating a common approach to service design across M&S using our in-house tools.