Principal Service Designer

Your key responsibilities

• Taking ownership, providing guidance, and where needed hands-on delivery of business critical or complex problems
• Identifying and applying service design methodology and frameworks for the team
• Integrating Design Thinking into our experience led objectives
• Exploring global best practice in service design and how it can transform and benefit our approach
• Educating the wider business to understand a service design approach and its importance to the strategic vision at Kindred
• Aligning with other functional teams in UX to align for the best experience driven delivery
• Working with the Head of Service Design to ensure key strategic initiatives are planned and delivered
• Providing holistic customer input to decision making
• Ensuring teams focused on an objective understand the wider landscape associated with the problem
• Outlining our key service blueprints and ecosystems
• Creating and embed customer empathy and insights into the teams
• Designing multi-service journeys in pursuit of providing a seamless experience to users

You’ll need the following skills, knowledge, and experience

• An expert in the practise of service design
• Expert with service design related tools and their correct application
• Experienced in facilitating workshops across business functions
• Has detailed experience scaling design frameworks to drive improvements to customer experience
• Has ability to lead teams in applying the Design Thinking methodology to develop experiences in creative ways
• Can expertly demonstrate, discuss, and justify decisions clearly
• Can easily and quickly digest and understand complex information
• Has ability to identify, refine, and simplify complex process and problems
• Experience delivering a multi-brand, multi-product & multi-channel experience
• Has forward-thinking, creativeness
• Experience working with senior business stakeholders
• Has detailed understanding of business and commercial strategies

How your success will be measured

• Commitment to OKRs (Objectives and Key Results)
• Regular performance reviews on performance elements including OKRs and collaboration
• Experience related CSAT scores
• On time delivery
• 360 feedback from peers and stakeholders