Service Designer

EHG is very excited to be recruiting for a Service Designer to enhance the customer experience across their end-to-end journey, for school users, parents and students, through the creation and delivery or relevant, timely content. This role will sit within our expanding Product team reporting to the Chief Product Officer, with a purpose to deliver a complete product experience by analysing and understanding the customer journey which informs the product roadmap leading into the implementation of strategy.

We are looking for a Service Designer who loves change. This role will be pivotal in defining a new SaaS platform and operating model. You will be a self-starter who possesses flexibility to work in a fast-changing environment and ambiguous situations. You will have excellent communication, presentation and interpersonal skills, and the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the company. Your ability to influence across a broad variety of stakeholders is one of your key skillsets.

Key Responsibilities 

• Use qualitative and quantitative customer research to understand the current customer experiences, develop a journey measurement approach and identify gaps
• Present recommendations to the business to improve end-to-end customer experience, solve identified issues and achieve our vision
• Act as a trusted advisor to the busines and for cross-function stakeholders
• Develop and deliver a roadmap which promotes continuous innovation, build new processes and research methodologies to better serve customers
• Plan, scope and support customer research studies, working backwards from customer needs to identify areas that can drive impactful customer experience enhancements
• Work cross-functionally with peers/colleagues to align on methodologies, insights, and prioritise change needed to our customer experience

Essential requirements for this role:

• Excellent hands-on qualitative research experience in various research methodologies
• Ability to run surveys or manage research vendors for qualitative research projects
• Ability to meet ambitious deadlines and deliver high-quality work on schedule
• Be able to affect change on behalf of the customer; experience in delivery projects in complex environments.