Service Designer

The Role

This role is concerned with everything and everyone that touches upon the delivery of CIPD’s member and customer experience. It is responsible for the mapping, design and choreography of the processes, technologies and interactions that constitute the value we deliver to our members and customers. This role co-creates and collaborates with colleagues across the organisation as well as with customers, to orchestrate end-to-end journeys that help our members and customers efficiently and seamlessly complete their intended goals. The role also supports, coaches and facilitates new product development and experience initiatives across other directorates.

What You’ll Be Doing

• Conducts quantitative and qualitative research and workshops to understand the users’/customers’ experience of the CIPD’s journeys and their emotions during those journeys, to discover any poorly designed/executed touchpoints, missed opportunities (‘moments of truth’), etc.
• Conducts internal stakeholder research to gather further information into the user/customer journey and to find internal inefficiencies and stakeholder pain points.
• Analyses and synthesises interview and observation data into key findings.
• Audits touchpoints, gathers journey data, operational data, metrics, website analytics and artefacts (e.g. email communications, invoices, etc.)
• Develops maps at varying levels of detail according to requirements – customer journey maps (focus on the customer/experiential side of the journey) and – working with a Business Analyst and Systems Architect as appropriate – service blueprints (on the backstage process, but follows the customer’s flow of interaction).

Knowledge, qualifications and experience

• A background in user research, particularly design ethnography.
• Experience of Design Thinking/Service Design, leading and facilitation of various human centred design projects across end-to-end journeys.
• Attention to detail is essential along with good business awareness, project management, organisational and interpersonal skills.
• Ability to co-ordinate several streams of work simultaneously and work well as part of a team.
• Excellent influencing and stakeholder engagement skills.
• Strong analytical, problem solving and strategic thinking skills.
• Excellent written and verbal communication skills.