Senior Service Designer

Facilitating online, in-store, mobile, unattended and point-of-sale, Till is simplifying the way businesses accept payments, and you will be involved in understanding the needs of our customers, our organisation and actively shaping those needs into beautiful, engaging and useful experiences.

As a senior member of our design team, you will mentor and coach our User Researchers and Product Designers. Supporting our Product Designers and Product Managers, in their associated Tribes and Squads and working with the wider organisation, you will lead the holistic understanding of our end-to-end customer and service experience, by:

·         Understanding our business, our customers, and the ecosystem we are working within (online, offline, in-store) to define and deliver delightful service experiences across people, process and props

·         Facilitating internal workshops for ideation and that ensure alignment across the organisation and that build empathy

·         Conducting customer and end-user research to understand needs, pain-points, and opportunities to improve the end-to-end customer experience

·         Working with our product, operations, support and other customer facing teams to understand, analyse and measure our success

·         Prototype potential solutions that communicate findings and recommendations

·         Championing Human-centred Design and Service Design and help us establish a world-class Service Design capability

Above all else you are passionate about building empathy with our customers and end-users and understanding how we can improve their lives and make a positive impact, as relates to our products and services.

·         Skilled at influencing and engaging stakeholders in the benefits of Service Design

·         Highly collaborative and empathetic

·         Naturally curious with the ability to learn fast to understand our market, customers and products

·         Deep understanding of Service Design, its methods and best practice

·         A champion of Human-centred Design and driven to share your learnings with the wider organisation

·         Highly motivated with the ability to get things done

·         Able to demonstrate your Service Design experience over a number of years and levels of organisational complexity, with the aid of a good portfolio or case studies that showcase your skills and expertise