Service Designer/Customer Journey Expert H/F

We are currently looking for a Service Designer/Customer Journey Expert M/F for the Marly site (59) to join and guide our Service Design team. This position can also be based in Gdansk, Poland.

You have a bird’s-eye view of the customer journey across all touchpoints and channels. You also have the skills to map all the complexities into a Service Blueprint, encompassing internal processes, data, systems and people. You work closely with other Service Designer/Customer Journey Expert, local teams, Insights team and agencies, UX, customer services, merchandising, commerce, Product Owners and users themselves. same.

Missions :

– Lead all phases of the service design lifecycle including user empathy, problem definition, ideation, prototyping and testing, scoping

– Ensure a smooth and consistent customer experience at all stages of the journey.

– Prioritize key customer needs and define use cases to address

– Define and test customer concepts, hypotheses that will lead to complete customer proposals.

– Design and maintain service blueprints to illustrate the relationships between internal processes, data, systems and people at the various touchpoints of the customer journey.

– Develop and integrate a series of performance indicators related to the customer experience. Ensure that these indicators are monitored before, during and after program implementation.

– Collaborate with cross-functional team members and advocate for users and user-centric service design practices.

– Identify, record, manage and report risks associated with users.

– Prepare and lead brainstorming sessions

– Be in charge of user validation / test phase and user training

– Define and share best practice methodology and working methods for key stakeholders within (or outside) the program.

Your profile :

With a higher education bac +4/5 in Marketing, you have at least 5 years of experience in the design of customer journeys and associated services.

In-depth knowledge of user research and how to use information for decision making.

– Extensive experience collaborating and briefing UX, POs and research

– Ability to lead projects independently with limited supervision 

– Experience driving all phases of the service design lifecycle, including user empathy, problem definition, ideation, prototyping and testing, and scoping, as well as the initiation, setting up and conduct of experiments, tests and learning.