Senior Service Designer

Let’s care for tomorrow, so we can create a better future together, for everyone.

You’ll be responsible for

• Conduct comprehensive research to understand customer needs, market trends, and the competitive landscape.
• Employ your expertise in behavioural economics to lead and inspire innovative service design solutions that drive customer engagement and loyalty.
• Lead end-to-end journey mapping, covering all touchpoints including communications, processes, systems, and data, to ensure a seamless and delightful customer experience.
• Facilitate workshops and collaborative sessions with stakeholders across the organization to ideate, prototype, and iterate on service concepts.
• Apply agile methodologies to manage projects, ensuring swift adaptation to feedback and changing requirements.
• Work closely with the execution teams to bring your designs to life, monitoring implementation and leveraging data to refine and optimize services continuously.
• Represent a customer-centric approach within the organisation, advocating for design thinking and innovation in all aspects of our business.

About you

• Advanced qualifications in Behavioural Economics, Design, Engineering, Innovation, or a related field.
• Advanced capability in design tools such as Adobe Creative Suite, Sketch or Figma.
• Proven experience as a Service Designer or in a similar role, with a portfolio that showcases your contributions to successful service innovations.
• Strong background in research, design, facilitation, innovation, and execution, particularly within the context of service design.
• Demonstrated experience in end-to-end journey mapping, encompassing communications, processes, systems, and data.
• Advanced analytical and numeracy capability.
• Commercial acumen, with the ability to align design solutions with business objectives.
• Proficiency in agile methodologies, with hands-on experience managing projects in an agile environment.
• Strong leadership and project management skills, with the ability to oversee multiple initiatives simultaneously-
• Lean Six Sigma certification will be highly regarded.