About the role

• Taking a strategic end to end view of the journey to reimagine and reinvent online and offline customer journeys.
• Auditing and analysing the end-to-end journey and identify root causes for failures and improvements.
• Identifying the critical customer interactions and the service that can lead to memorable moments.
• Leading the ‘to-be vision’ for the experience/s assigned to your team and keeping the team focused on achieving this vision. Ensuring consistency of the customer experience across journeys by working collaboratively with other teams.
• Challenging the status quo by bringing an outside-in perspective, relevant trends, and new practices from other industries.
• Designing, planning, and executing quantitative and qualitative research methodologies (or defining requirements that others can execute), including usability research to rapidly iterate, test and scale new service designs.
• Keeping the team customer centric while ensuring all decisions are based on evidence – from quantitative and qualitative data.
• Working with the Product Designers to create tangible artefacts to illustrate and test ideas.
• Organising ideation and cocreation activities with the relevant stakeholders across the organisation.
• Creating solutions to address immediate challenges and delight existing and future customer audiences – looking at different horizons.
• Owning the blueprint. Aligning the above and below the line visibility by facilitating collaboration between your team and relevant stakeholders. Making sure ideas are viable and feasible and that the background capabilities are delivering.

About you

Work Experience

Proven track record of:

• Leading Service Design activities within multidisciplinary teams and large groups of stakeholders.
• Applying Service Design (and related) methodologies and tools in live products and services at scale – including with agile teams.
• Creating and implementing new and inspiring products and services within a highly complex and regulated environment.

Key Skills

• Can champion a customer-centric mindset within the core team and the broader organisation.
• Feel comfortable challenging established processes and ways of working.
• Have strong analytical skills. Be comfortable working with large amounts of information and translating data (quantitative and qualitative) into clear and concise findings.
• Demonstrate creativity, innovation, and initiative; always acting in a result-orientated way and driving practical solutions.
• Demonstrate an ability to influence and lead key stakeholders, displaying cultural sensitivity in coordinating interactions between the different teams.
• Demonstrate an ability to adapt to changing priorities.
• Have strong written, oral, and visual communication skills.
• Have enthusiasm for mentoring and coaching others to help them build confidence around the Service Design activities.