Service Design Lead

Key Responsibilities

• End-to-end design of market leading solutions that enhance the customer experience as well as increase business efficiency (journey mapping, high fidelity UX/UI designs, wireframes, interactive prototypes & usability testing).
• Deliver solutions to the development team that are easy to understand, well documented, and are deployed as per your original design brief.
• Own user/customer flows across the business, regularly consulting with stakeholders to ensure i) areas of friction are identified and understood, and ii) initiatives to improve customer experience are scoped and prioritised.
• Establish and maintain a consistent visual design and language across all business touchpoints.
• Develop a deep understanding of our customers through regular customer insight initiatives, prototype testing, and holding internal/external workshops.

Requirements

• Extensive experience working as a UX/UI designer and adopting best practices in developing digital solutions.
• Previous B2C service design experience, working closely with product owners, business analysts and developers in an agile environment.
• Experience in using tools such as Zeplin or Abstract for handing designs over to development teams.
• Be able to simplify complex problems down to achievable, elegant solutions and clearly relay those to stakeholders.
• Be well-versed in modern customer research methods and have a passion for delivering market-leading customer experiences.
• Intuitive understanding of customer needs and, where appropriate, not afraid to complement data-driven decision making with ‘gut feeling’.
• Experience working in the insurance industry is not essential, but the ideal candidate will likely be from a fintech, insuretech or consumer-centric tech business.
• Knowledge of HTML and CSS beneficial.