Service Designer

Role : Omni channel configuration designer Location : Leeds & Manchester, UK Duration : 6 Months contract Work Model : Hybrid (Weekly 2 to 3 Days Onsite) Job Description:

Role Responsibility – Omni channel configuration designer

• Collaborate with cross-functional teams to define and implement omni-channel communication strategies that align with business goals.

• Design and configure customer journeys and workflows across various communication channels, including email, chat, voice, social media, and SMS.

• Leverage omni-channel platforms and tools to orchestrate and personalize customer interactions throughout their journey.

• Create and manage templates, scripts, and content for different communication channels to ensure consistent and engaging messaging.

• Develop and maintain rules and logic for routing interactions based on customer preferences and agent availability.

• Monitor and analyze customer interactions and engagement metrics to identify areas for improvement and optimization.

• Stay up-to-date with industry trends and best practices in omni-channel communication to drive innovation and enhance customer experiences.

• Collaborate with UX/UI designers to ensure a seamless and user-friendly experience across all channels.

• Provide training and guidance to customer service agents on omni-channel processes and tools.

• Work closely with IT teams to troubleshoot and resolve any technical issues related to omni-channel configuration.

• Lead all elements of the Service design methodology (Discover, design, develop, deliver) to support the business in adopting an Omni channel approach to Got to market.

• Facilitate the business in designing end to end user journeys for our owned journeys

• Lead CX design workshops with external customer & internal customers – including up to Director

• Define and hold to account the sales, service and digital functions for the execution of their elements of the journey based on clearly defined criteria

• Define success criteria and metrics for all elements of the target customer journeys

• Bring to life the target customer experience, in a digestible manner for peers and exec management alike – presenting this for sign off at relevant forums (Stakeholder Show and Tells)

• Implementing service design methodology and user-centred thinking from scratch into various workflows and various projects.

• Proven experience in designing and configuring omni-channel customer experiences, preferably in a contact center or customer engagement role.

• Familiarity with omni-channel platforms and tools (e.g., Salesforce Service Cloud, Zendesk, Genesys, Twilio Flex).

• Strong understanding of customer journey mapping, persona development, and customer engagement strategies.

• Proficiency in creating and managing templates for email, chat, social media, and other communication channels.

• Excellent communication skills to convey complex concepts to technical and non-technical stakeholders. • Analytical mindset with the ability to analyze data and metrics to drive decision-making.

• Creative problem-solving skills and a passion for enhancing customer experiences. • Ability to work effectively in a fast-paced, collaborative environment. The Ideal Candidate

• Strong Service Design methodology experience across all areas of UX/CX including research

• Hands on experience of running/delivering service design projects in a matrix environment

• Strong communication skills to work across multiple internal markets & stakeholders and a wide range of stakeholders across channels, physical and digital

• Ability to build winning relationships with both internal & external stakeholders

• Have a proactive & entrepreneurial mind-set to identify & deliver the right opportunities for Company growth – Embody collaboration, integrity & trust

• Have solid matrix management skills to motivate a wide ranging audience & clearly manage execution