Senior Service Designer

Responsibilites:

• Lead all phases of the Service Design lifecycle, including user empathy, problem definition, ideation, prototyping and testing, and scaling
• Ensure a smooth and consistent CX across all stages of the journey
• Collaborate with members of multidisciplinary teams and advocate for users and user centered service design practices.
• Prioritize key customer needs and define use cases we should address
• Develop and embed a range of CX performance indicators (KPIs). Ensure that these are tracked before, during and after the program delivery
• Identify, record, manage and report on the risks associated with the users
• Prepare & Facilitate ideation sessions
• Define and test customer concepts, hypotheses which will lead to complete Customer propositions
• Design and maintain service blueprints to illustrate the relationships between internal processes, data, systems, and people at different touchpoints across the customer journey.
• Lead user validation / Test & learn plan
• Define & share best practice methodology and ways of working for use by key stakeholders within (or outside) the program.

Skills:

• 4+ years of experience within design thinking, service design, CX, marketing, consulting, business development or a related field
• Being able to get on both strategic aspects, and the detail of a project
• Deep understanding of user research and use of insights
• Experience with collaborating & briefing UX and Research experts
• Experience with setting up and leading experiments, test & learn
• Excellent communication, presentation and facilitation skills with ability to interact and build credibility with stakeholders across functions
• Creative, innovative and strong ideator
• Fluency in English, both verbal and written
• Ability to work in Agile methodology
• Ability to travel regularly to various central locations and local countries