Senior Service Designer

We’re looking for a Senior Service Designer to help drive service and process understanding across teams within the Customer Experience (CX) systems space at Cazoo. You’ll work across our CX teams, the product leadership team and various stakeholders to map out services and employee as well as user needs. In this role you will collaborate with the Head of Product and Principal Engineers in understanding the users and service interactions across CX at Cazoo.

You should be able to facilitate discovery with multiple teams across a single domain and have a developed toolkit of workshops and practices that support you. You will ensure the quality of service design across CX teams, balancing the needs of our users with needs of the business.

You should be comfortable with some travel to prep centres, Cazoo Customer Centres to understand manual and physical processes that power our services.

You Will:

• Document systems interactions, integrations and dependencies in service blueprints, system maps, etc. so that product leadership, designers, engineers, and stakeholders can understand user needs and service boundaries across a complex operational domain
• Maintain artefacts in collaboration with designers, product managers, principal engineers and user researchers
• Drive service alignment across a domain and clarify system design tradeoffs across varying levels of complexity by pairing with principal engineers
• Create a clear system vision for products and services in a single domain; maintain these documents as a strategic partner to teams
• Facilitate workshops and interviews with key internal and external stakeholders, with a focus on system mapping
• You will be laser focused on team alignment and strategy, and help the team succeed across multiple inter-dependent needs
• Support and mentor other members of the team and key stakeholders in Service Design best practices

You should apply if:

• You are an expert practitioner who has worked on large-scale and complex projects.
• You are skilled with service design, interaction design and user research, you regularly facilitate workshops and align teams on outcomes
• You are comfortable with understanding and mapping operational processes and the practices of modern software delivery teams
• You have specialised in user-centred design practices, with a focus on systems thinking and experience mapping
• You demonstrate a working knowledge of product design in a software team, including how you handle dev constraints, regulatory constraints, and stakeholder feedback.
• You can deliver design across any stage of the product lifecycle, from idea sketching and lo-fi prototypes, to high fidelity design, you’re very comfortable with all of it.
• You nurture agreement in teams by having a developed toolkit of product discovery techniques and workshops to help facilitate design discussions and get people aligned on the problem.

About You:

• You have a strong portfolio of case studies showing your skills and have demonstrable experience in shipping world-class digital products in cross-functional teams
• Systems thinking is crucial here; not just translating inefficient business processes into automated process but helping extract a more optimal process.
• You have a strong commercial mindset and focus on the impact of your work to the business as a whole
• You’re a strategic thinker, and an expert in translating user behaviour into great user experience and design
• You love to collaborate, and are at your best when you’re working with others and bringing them together to align on the big picture
• You’re proactive, organised, curious, humble and empathetic, and you can multi-task across multiple work streams
• You can facilitate a human-focused design approach within the team and you’re passionate about inclusive, accessible and ethical design
• You can actively support more junior members of the team with practical advice and guidance
• You’re passionate about advocating for design within the business and externally (e.g. events, conferences, articles)

We value people who are:

• Customer Obsessed. At Cazoo, people come before cars. We encourage service design thinking and understanding that customers interact with Cazoo beyond just a website.
• Team Players. Being a small team, we encourage everyone to take ownership in their area and collaborate with others. No matter how many projects we deliver, each of us still has plenty to learn and it’s crucial we stay humble.
• Fast Drivers. We focus on results, which means we keep the bar high and are always pushing ourselves to make fast decisions and learn as quickly as possible.
• Data Driven. We value making informed decisions and using data to inform those decisions. If there’s data, use data.