Senior Service Designer

As a Senior Service Designer, you’ll be responsible for practically driving improvements to the customer experience. This role works across all other UX functions in order to support the direction of our business against specific goals across customer touchpoints. You will also help foster the idea of service design.

What you will do

• Actively guiding the delivery of business critical or complex problems where service design is required
• Applying service design methodology and frameworks
• Helping find/support opportunities that are effective in delivering against our strategic goals
• Employing global best practice in service design to transform and benefit our experiences
• Aligning with other functional teams in UX to align for best experience driven delivery
• Supporting the Service Design management team to ensure key strategic initiatives are planned and delivered
• Ensuring holistic customer input is part of decision making
• Providing an appreciation of wider landscape is visible to teams focused on a granular objective
• Defining key elements of our service blueprints and ecosystems
• Ensuring customer empathy and insights is part of our team ways of working
• Illustrating multi-service journeys in pursuit of providing a seamless experience to users

How will success be measured in this role

• 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

Your experience

• Detailed experience in the practise of service design
• Working experience with service design related tools and their correct application
• Confidence in facilitating workshops across business functions
• Has experience scaling design frameworks to drive improvements to customer experience
• Experience supporting teams in applying the Design Thinking methodology to develop experiences in creative ways
• Can demonstrate, discuss and justify decisions clearly
• With support where needed, can 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
• Confidence working with senior business stakeholders
• Practical understanding of business and commercial strategies