Service Designer

This is a great opportunity for the successful candidate to develop within the business and play a key part in shaping the future of ALDI globally. Your role will be responsible for designing Business Services within the global Customer Interaction team (areas of responsibility span our customer interfaces which include Web, Mobile, CRM and Marketing areas), and will enhance ALDI’s digital presence in the Retail sector.

You will be responsible for the delivery of conceptual and detailed designs to support the delivery of services to ALDI’s customers. You will need to be skilled at deeply understanding the customer journey, stakeholder mapping, and creating the overall service blueprint. A service designer will take responsibility for the overall vision while working in close collaboration with the business and experience designers.

Key Responsibilities & Tasks:

• Can envision the overall service and will coordinate with multiple teams to ensure the complete delivery of the initiative
• Design world-class services that blend digital, physical and human interactions across multiple touch points, smartly bringing together user needs, business goals and technical realities
• Translate Customer Interaction propositions / concepts into designs that illustrate simplicity despite system complexity
• Develop the overall service design, including customer experience/ customer journeys, business rules, stage design and branding guidelines in alignment with countries
• Identify the needs of all stakeholders and operators in a service (both customers and service providers)
• Prototype and pilot new service experiences with customers
• Developing, evaluating and agreeing both concept and detailed designs with stakeholders
• Identifying and developing service processes, equipment and automation requirements
• Gather and agree service operational metrics, assumptions and business requirements for relevant areas
• Lead on continuous improvement activity that make designs more repeatable and quicker to realise
• Work with Strategy team to understand which service propositions have been prioritised
• Work with Technical teams to incorporate technology solutions input to service designs
• Work with Success Management team to prepare full rollout of new services across the globe

Accountabilities:

• Designing at a conceptual (macro) and detailed level for new services being introduced for customers
• Bringing customer propositions to life from a service perspective
• Prototyping / piloting new services to test their commercial and operational viability
• Ensuring a holistic, joined up end user (customer) experience is designed and tested

Skills & Qualifications required:

• Experience working in a Design background and is familiar with design process from discovery through to delivery
• Experience working in digital related projects or departments
• Expertise in Service Design methods (blueprint, customer journey mapping)
• Expertise in workshop facilitation
• Excellent presentation materials development skills
• Experience in and comfort with working in fast paced environments
• Working in agile team environments – being a team player
• Experience designing business or commercial benefits across new initiatives
• Exposure to digitally relevant technology areas (e.g. web content management, Mobile Apps, Customer Relationship Management, Marketing campaign planning and execution)
• Occasional travel to ALDI South countries as required, these are mainly: Germany, Austria, Ireland, Australia and the USA.