Service Designer

Royal London is seeking a highly skilled Experience Designer to join our team. In this role, you will be responsible for designing and creating innovative service experiences for our customers, advisers, and employers. You will work with cross-functional teams to identify opportunities for improvement and assist in the development of strategic solutions that deliver exceptional experiences.

The ideal candidate will have a strong background in service design and a passion for understanding customer needs and designing customer-centric solutions. This is an exciting opportunity to join our Design Team and contribute to our commitment to customer satisfaction. We are looking for candidates with experience leading the design of customer journey projects in either a corporate or agency environment.

This role aligns with our values of strengthening the mutual choice for customers.

About the role:

• Lead the design and optimization of end-to-end customer journeys to ensure a seamless customer experience.
• Document and present the service design process and outcomes, providing recommendations and guidelines for implementation and scaling.
• Facilitate co-creation workshops and discovery sessions with users, customers, and stakeholders to generate ideas and concepts for service improvement or innovation.
• Conduct user research and stakeholder interviews to understand the current state of a service, pain points, opportunities, and goals.
• Create personas, journey maps, service blueprints, and other artifacts to synthesize and communicate research insights and findings.
• Develop low-fidelity and high-fidelity prototypes of service components, such as touchpoints, interactions, processes, and systems.
• Plan and conduct user testing and feedback sessions to validate and iterate on prototypes and measure the impact of service changes.

About you:

• Experience in service design or related roles.
• Experience of blueprints and customer journey mapping.
• Proficiency in design thinking and human-centred design methodologies.
• Strong portfolio showcasing your service design work and its impact on the customer experience.
• Excellent communication and presentation skills, with the ability to effectively communicate design concepts and insights to stakeholders at all levels of the organisation.
• Strong analytical skills, with the ability to use data and metrics to inform design decisions.
• Experience using design, prototyping, and research tools.
• Prior experience in a corporate or agency environment is preferred.