Senior Service Designer

As a Senior Service Designer, lead the charge in crafting seamless, user-centric service experiences across our touchpoints. You will play a critical role in shaping and designing an aligned, cohesive, and frictionless service experience for our customers and front-of-house teams within our complex ecosystem.

What You Will Do

• Spearhead the implementation of the Customer Experience Journey framework and embed its usage across the company.

• Craft and refine a unified, seamless customer and agent experience across diverse digital and non-digital service channels within our complex ecosystems.

• Generate design artifacts utilising cutting-edge CX methodologies, including service blueprints, ecosystem maps, customer journeys, prototypes, and strategic roadmaps.

• Drive growth by pinpointing opportunities and collaborating with Product Managers to formulate hypotheses and strategies, leveraging insightful analysis of key metrics for tangible business impact.

• Collaborate with Voice of Customer, Innovation, Product, UX Design, Tech, Legal, Marketing, and Operations teams to align cross-functional efforts towards a common customer proposition.

• Assist in the development of product and service concepts, defining customer needs, identifying “jobs to be done,” and addressing pain points to deliver exceptional experiences.

• Assess end-to-end customer experiences through immersive design techniques and work with our research teams to source or commission research.

• Foster consensus among internal and external stakeholders, cultivating a culture of continuous collaboration and alignment.

• Lead dynamic workshops engaging both internal teams and external partners to brainstorm ideas, iterate on designs, drive innovation, and refine strategies.

What You Will Bring 

• Strong user research skills for conducting qualitative and quantitative research, gathering customer insights, and understanding user behaviours, needs, and pain points throughout their journey.

• In-depth knowledge of Agile processes and principles.

• Experience working within a highly regulated business.

• Interest or knowledge in the racing, wagering, and gaming industry is a benefit.

• Exceptional communication skills to influence and inform product strategy, with a user and data-focused design.

• Comfortable with navigating ambiguity and discovering structure and outcomes through it, selecting the most appropriate service design methods, practices, and implementations to achieve the best outcome.

• Proficiency in service design methodologies, customer journey mapping, and service blueprinting.

• Experience with Jira, Confluence, Office Suite, and Figma. Prototyping experience is also required.

What you’ll get 

• The flexibility of hybrid working with team anchor days.

• Diverse leave options: cultural, volunteer, flexi, and 18-weeks parental leave.

• Access to our health and wellbeing app and Employee Assistance Program.

• Monthly employee social activities, competitions, awards and free tickets to events.

• Access to digital learning modules for continuous upskilling.

• Ongoing commitment to D&I through leading policies & initiatives.