Senior Service Designer
Capita Plc
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We’re continuing to adapt to the unprecedented circumstances brought about by COVID-19. Wherever possible, all interviews, assessments and background checks will take place online, to completely remove the need for face-to-face contact.
All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices.
Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19.
The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.The Senior Service Designer will play a pivotal role within Capita’s Customer Experience Team, leading the delivery of projects to improve Customer Experience for Customer Management Division’s clients . The senior role will embed Service design practises, responding creatively and appropriately to challenges that continually allow the focus of improved customer experiences. The post holder will have three core responsibilities:
Job Description:
What you will do:
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Play a leading role in the Customer Experience teams that are deployed to re-design services and deliver improved customer experiences, efficiencies and increased sales or reduced costs.
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Lead the CX approach using design thinking to improve services around customer needs, using evidence-based analytical skills. Utilising both qualitative and quantative analysis to develop and apply service design solutions on client engagements
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Lead the identification, design, proto-typing and delivery of opportunities through improved new opportunities and Digital transformation programmes
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Developing customer contact and channel shift strategies, demand management and customer experience/satisfaction and customer insight;
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Provide support to CX team colleagues in the form of mentoring and coaching either more junior colleagues or non-Service Designer colleagues.
Your experience will include:
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5+ years experience within Customer Experience / Service Design and/or other related disciplines and industries such as Business Improvement, human centricity, design thinking practises.
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Experience of methodologies and common business frameworks such as Agile, Lean Six sigma, Human design thinking.
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Stakeholder management, using excellent communication skills throughout to engage with senior clients
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Thought leadership skills through upskilling members of the team and leading in team situations
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Experience of working in or supporting one or more industry sectors (utilities, telco, financial services, retail)
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Understanding of the latest CX, digital & technology trends and innovations, throug
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Morley, England
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