Travel and Leisure

Customer Journey & Service Designer

Archived
Full Time

Parkdean Resorts

As a Customer Journey & Service Designer at Parkdean Resorts you will be the voice of our customers, driving our key strategic customer initiatives. This role would suit someone with experience under their belt looking to get stuck into an exciting and varied role, working holistically across the end to end customer journey.

Job Description

  • Translate complex information from customer, colleague and performance data, quantitative and qualitative insight into clear customer needs, goals and problem statements
  • Map as is and to be services and customer journeys from end to end from when the customer starts trying to achieve a goal to when they complete it, considering the front facing touchpoints, channels and back end operational, internal processes, people, policy that support and underpin the experience.
  • Stay close to and understand our products, journeys, customer experience and the colleagues who deliver on that experience through park visits, survey deep dives, call listening and undertaking user research projects.
  • Design survey and insight journeys, approaches and manage production to deliver our voice of the customer strategy
  • Produce customer propositions and manage the customer journey roadmap and development of Customer and CI initiatives from concept to implementation
  • Apply and champion service design and design thinking methodology
  • Create how might we statements and translate problems and pain points into ideas and opportunities to improve our products, services and journeys, enhancing value and removing friction and operational challenge
  • Create the conditions for successful service design and delivering on key strategic initiatives working with and building relationships with stakeholders across the business, winning buy in, supporting business case development and navigating industry and business constraints.
  • It is your responsibility to report any weakness or breach that you identify within the Company’s information systems or services (even if only suspected).
  • You have a duty to take care of your own health and safety and that of your colleagues, guests, and visitors.
  • Safeguarding is everyone’s responsibility, and you also have a duty to report all concerns and co-operate with management to enable it to comply with its health and safety and safeguarding accountabilities.

Who we’re looking for

  • You will be passionate about our product and creating a holiday happy experience for all our customers – holiday guests, owners and of course our amazing colleagues who make it all happen
  • Significant experience in managing relationships, influencing stakeholders and providing business cases at senior management level
  • Strong facilitation ability, able to work cross-functionally across different business areas to understand customer and colleague experience and drive initiatives forward – you will collaborate across our digital squads, marketing, customer service, contact centre, park operations, revenue, holiday home sales, legal SME’s and teams to name a few!
  • Strong customer journey / service blueprint mapping experience using tools such as Miro or similar
  • Excellent communication and presentation skills, ability to synthesise and turn complexity into executive summaries, board papers, propositions, adapt to the audience, both verbal and written / visual
  • Able to review our experience against competitor and best practice offerings to feed into journey design
  • Experience of survey design and applied user research methodology
  • Ability to work under pressure and deliver a quality product to agreed timescales
  • Strong analytical mindset, ability to synthesise trends and translate opportunities to outcomes
  • Ability to manage own workload, highly diligent, applies structure and rigour to management of work
  • Experience or understanding of how to use and analyze analytics (google analytics, hotjar etc) is advantageous
  • You may have previously called yourself a Product Manager, a Continuous Improvement Manager, Service Designer, CX Consultant or similar
  • Industry experience designing hospitality or leisure journeys desirable but not essential
  • UK Driving license – role will involve some travel to our beautiful holiday parks across the UK
Location
Newcastle upon Tyne, United Kingdom
Type
Full Time
Industry
Travel and Leisure
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