Senior Service Designer

As a Senior Service Designer within the Customer Experience team, you will map and measure pain points, identify causes and solutions, find new opportunities, and lead the creation of service blueprints to envision new customer experience for Sainsbury’s Group products, services, and propositions both in store and online. This may include our stores, contact centres, websites, apps, checkouts, loyalty propositions, operations – or new concepts, services and experience areas that need to be explored, defined and developed.

You will work in an agile, collaborative environment with cross-functional teams and stakeholders and will need to feel comfortable working omni-channel with a broad range of stakeholders.  You will approach design inclusively, using insights and evidence to back-up your ideas and measure impact. You will bring a wealth of knowledge with you as a previous service or customer experience designer.

Within the team you will have the opportunity to work in a dynamic environment in a sector that is going through unprecedented transformation, as well as a commitment to work with you to drive your development. We also offer a collaborative culture, a flexible approach to working and a lots of colleague benefits.

What you need to do

• Identify, define and deliver customer experience maps and opportunities for new propositions, services, products and experience areas that deliver value to customers and colleagues and are directly aligned with Sainsbury’s corporate strategy
• Evaluate existing services and customer journeys and understand customer pain points
• Lead the creation of customer experience maps based on user-centred design methods through a data-informed, test-and-learn approach
• Champion the voice of the customer through your work, organising and conducting user research and user testing to inform concepts and validate future customers journeys, and bring stakeholders on the same journey
• Identify key stakeholders required to support the development of new and existing customers journeys, missions and propositions
• Set targets and measures for customer satisfaction
• Facilitate workshops with business stakeholders and end users to define and drive service vision and map out future customer experiences
• Create prototypes to research and test hypotheses and to create a visual narrative to engage stakeholders
• Consistently embed inclusive and accessible design principles in your work

What you need to know

• Wide range of experience as a customer experience, service or UX designer ideally for a big brand
• High level of creativity, problem-solving skills in both physical and digital space
• Adept at collaborating with and influencing stakeholders through a range of design led methods, including workshops, user testing and prototyping – championing the voice of the customer whilst balancing business objectives
• A thorough technical understanding of inclusive design frameworks
• Expert skills with Adobe, Sketch and rapid prototyping tools
• Methods and practices of usability research and confidence in conducting research and interpreting results

What you need to show

• Ability to demonstrate the behavioural competencies expected of a senior designer, including initiative, flexibility, influencing, negotiating, strong communication skills and ability to deal with ambiguity
• An outstanding portfolio, showcasing how you have transformed customer experience to delivery better customer and business outcomes
• The ability to practice thought leadership and to advise the business on how to best realise business, brand and customer goals through the creation of best-in-class user experiences
• Proactive collaboration with broad range of stakeholders and ability to influence them to delivery in a fast paced, multifaceted environment
• Ability to manage multiple, changing priorities, and work with diverse personalities and complex dynamics

What decisions I can make

• Design decisions that improve the customer’s user experience