Senior Service Designer

We are looking for an experienced service designer to play a crucial role in shaping the Cover-More business ecosystem, driving the evolution of the end-to-end customer journey, from research, high-fidelity designs to essential back-end operations required for service delivery.

So, what’s the job?

• You’ll develop and refine the service design strategy, aligning it with the company’s overall strategic goals, and the needs of our customers.
• You’ll conduct in-depth user research to understand customer pain points, motivations, and behaviours throughout their experience.
• You’ll create end-to-end customer journey maps, identifying touchpoints and opportunities for improvement across multiple channels and platforms.
• You’ll develop service blueprints that outline the end-to-end service delivery process, highlighting customer actions, front stage employee actions, back-stage processes and physical and digital evidence produced during the service journey.
• You’ll design and iterate on service prototypes, collaborating with developers to ensure seamless integration of service design principles. Conduct usability testing to validate and refine the service concepts.
• You’ll collaborate closely with product managers, business stakeholders, and operational teams to understand business objectives, constraints, and requirements. Translate insights into actionable service design recommendations.
• You’ll continuously monitor and analyse service performance metrics, customer feedback, and market trends. Identify areas for improvement and propose innovative solutions to enhance our customers’ (internal, external, B2C) experience.
• You’ll lead and inspire cross-functional teams, fostering a collaborative environment and championing service design principles and best practices throughout the organisation.

And what are we looking for?

• You’ll bring 5+ years’ experience as a Service Designer, with a UX/CX/Product Design background

• You’ll have a deep understanding of multi-channel service delivery
• You’ll be experienced in optimising back-end operational processes
• You’ll be proficient in service design methodologies
• You’ll have the ability to lead, inspire and motivate cross functional teams to deliver high-quality services
• You’ll be able to display prior evidence of leading holistic service design strategies that were successful and continuously optimized, and be able to explain the results that you achieved
• You’ll possess excellent collaboration and communication skills
• You’ll be a self-starter who enjoys working autonomously
• You’ll be an analytical thinker with strong problem-solving skills
• You’ll have previous experience working within highly regulated industries (insurance/financial services preferred)