Service Designer

We are looking for the brightest data, digital and tech talent in the industry to join us to build a revolutionary data and digital ecosystem from the ground up. It’ll be transformational work that will drive change across the industries we operate in.

What you will be doing:

• Engage with internal and external stakeholders in the design of the new systems and platforms.
• Help business stakeholders detail their requirements and interpret these into effective and clear CX briefs.
• Conducting customer workshops, user research to identify problem statements.
• Coordinate customer insights and recommendations to design a customer centric product across the customer squads.
• Explore and implement new methods of interaction with customers whilst maintaining/improving appropriate customer satisfaction metrics.
• Run Service Design workshops and innovation sessions.
• Deliver a roadmap of initiatives in-line with strategic goals.
• Manage pipeline for new requests from business stakeholder.
• Key contact between CX and product management/ development.
• Influence CX improvements across the business.
• Execute CX assessments and gap analyses.
• Ensure delivered projects meet user acceptance criteria.
• Plan and run customer research – contextual enquiries, diary studies, interviews, user testing.
• Work with wider team to capture data to drive personalisation and loyalty.
• Capture new stakeholder requests and channel them into the CX roadmap process.

What you will need:

• At least 5 years’ experience working for an online business channel.
• Managed CX programmes and teams for at least 2 years.
• Thorough knowledge of UX and CX principles and their application.
• Experience using web analytics software.
• Experience in designing prototypes and flows with sketch, figma.
• Familiar with Agile and Iterative Development.

Nice to haves:

• Bachelor’s degree in Psychology or behavioural science or equivalent.
• UX/CX education as part of a degree or as separate course work