Customer Experience Lead / Experienced Service Designer

CELEBRATE YOUR PERSONALITY AND TEAM SPIRIT.
GROW THROUGH YOUR CHOICES.
MAKE YOUR MARK.

North Highland believes in unleashing potential together. It means we challenge thinking and build our clients’ capabilities so they are stronger for the long-term. It means we create and nurture an environment for our colleagues where sharing ideas isn’t just encouraged – it’s expected. And it means we give our skills, time, and passion to uplift our communities. We act, create, and build – not just talk.

Does that sound like you? If so, let’s connect.

Why North Highland? Our employee ownership model enables you to grow through your choices and build the firm. We’ll provide challenging opportunities to learn, and we’ll coach you as you grow personally and professionally. We offer an array of resources and training (both on- and off-the job) to help our people expand their knowledge, sharpen their skills and aim for the next level.

At North Highland, you’re not a number. Our firm is large enough to scale up and tackle the most complex challenges, but small enough where we can each quickly make our mark for our clients.

We started as three leaders gathered around a kitchen table. Entrepreneurial spirits are welcome here.

Location: London and the Home Counties
Salary: Competitive
Date Posted: 8th July 2020
Closing Date: 5th August 2020

Exciting Work You Will Do

• • Consulting and Project Delivery
    • Consulting background and have broad experience delivering Service Design in a management consulting context
    • Planning and leading CX/Service Design work streams and small teams within a variety of industries and organisations (including UK Government, Healthcare, Financial Services and Retail), with the ability to balance the needs of end users and the business
    • Skilled User Researcher with experience in sampling, research design, in depth interviewing, ethnographic research, qualitative research skills (attitudinal and behavioural), and experience in delivering large scale quantitative research and associated methods including; interviews, ethnography, focus groups, surveys, tree testing, A/B testing, etc.
    • Varied industries and user journey stages – You must also understand end-to-end customer lifecycles and design for single services, including joining experiences, renewals experiences and termination experiences
    • Varied breadth – You must have experience in a range of projects impacting customers, from research and insights to strategy and implementation
    • Varied scope – You must understand big picture customer visioning briefs through to detailed service design. You must have experience in designing for users and for the processes, systems, and ways of working behind the scenes that enable new services and experiences to be successful
    • Be global – experience working in multi-national teams and delivering work with global users, stakeholders and colleagues as part of an international business
    • Selecting and using Service Design tools and techniques such as service blueprinting, journey mapping, process mapping, user stories, user research, governance model mapping, product roadmaps, implementation plans, measurement and metrics, wireframing, prototyping and design thinking
    • An understanding of GDS Service Design principles and UK Gov approaches to the delivery of alphas and Beta prototypes is desirable as well as experience of UX and UI design in these contexts.
    • Flexing how projects are shaped and delivered according to client needs. You must be comfortable adapting tools, methods and approaches in an ongoing way
    • Agile project management, working iteratively, engaging with users throughout, delivering in in short sprints and integrating agile ways of working
    • Coaching team members – both internal and external – in thinking in a design-led, customer-focused way
    • Working with executive clients and tying project work to strategic priorities and long-term transformation roadmaps
  • Building Capability
    • Shaping and driving cross-capability offerings within a complex organisational structure
    • Integrating Service Design into industry verticals to create bespoke offerings
    • Defining and selling repeatable go-to-market solutions that infuse user centered design

What You Will Need

• • An entrepreneurial mindset, including an excellent ability to uncover new opportunities for account growth and impact
  • An ability to authentically establish credibility, build consensus, and activate collaboration with clients and teammates
  • A demonstrated track record of successfully working on large, complex consulting engagements, including roles that involved managing and interfacing with senior-level client executives
  • Excellent interpersonal communication skills with professional staff, senior level executives and the community at large
  • Creative ingenuity and a proven ability to find or design simple solutions to complex challenges
  • Assuring quality completion of deliverables and outputs, in line with set goals and objectives
  • Supporting business development activities, specifically in contributing to/coordinating proposals and pitching to clients
  • Strong presentation development and storytelling skills
  • Management consulting, advisory, professional services, and/or Big 4 consulting experience
  • Flexibility to travel to fulfill client requirements and project needs, and for personal development
  • A bachelor’s degree from an accredited college/university or equivalent experience. A master’s degree and/or applicable professional certifications are bonuses

Click HERE to apply

North Highland is a leading change and transformation consulting firm, recognized for its deep expertise and collaborative, action-oriented approach. Invested in our client’s success and powered by the belief that everything begins and ends with people, we bring together the brightest minds to create positive change and transform businesses through customer, workforce and operational lenses.

Headquartered in Atlanta, Ga., and regularly named a best place to work, North Highland is an employee-owned firm with more than 5,000 consultants worldwide and 65+ offices around the globe. The firm is a member of Cordence Worldwide (www.cordenceworldwide.com), a global management consulting alliance. For more information, visit northhighland.com and connect with us on LinkedIn, Twitter and Facebook.

North Highland is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, religion, national origin, age, sexual orientation, disability, veteran status, genetic data, or other legally protected status.