ARCHIVED Software Development Full Time

Service Designer

Zinc

The Service Experience Designer at Zinc designs, measures + optimises a delightful customer experience for all non-product touchpoints. As a key member of the Customer Team, you will own the “outside-of-product” experience, ensuring every service touchpoint is intentionally designed to delight our customers.

We already excel at fixing pain points but need someone to own the creation of memorable, high-impact moments. This role is a strategic opportunity to apply your expertise in experience design methodologies, journey mapping, and customer lifecycle management to elevate our service experience.

If you thrive on designing moments of delight, mapping customer interactions, and embedding design methodology into a customer-facing team, this role is for you! 💡

Key Responsibilities 🗝️

🖊️ Customer Journey Mapping

Map out the full service experience outside the product, identifying key opportunities to enhance interactions and create high-impact moments for our customers.

📊 Experience Measurement
Requires developing and refining customer experience data to drive decisions and improve service touchpoints.

🌟 Customer Lifecycle Management
Own the development and launch of an automated customer lifecycle management framework, ensuring that every stage of the customer journey is intentionally designed for maximum impact.

🎨 Service Experience Design Expertise
Embed a structured, methodical approach into the team to elevate our service experience design capabilities.

🎉 Creating Moments of Delight
Identify opportunities to design and scale memorable experiences that resonate with our HR and Talent community.

🔀 Connecting the Dots Across Teams
Ensure alignment between our Customer strategy and the day-to-day service interactions customers receive, working closely with Product, Customer Success and Account Management teams.

Skills, Knowledge and Expertise 🚀

🛠️ Hard Skills:

🔹 Customer Journey Mapping – Ability to map out customer journeys for non-technical touchpoints.
🔹 A Core Design Methodology – Strong expertise in a design framework of choice, with the ability to embed and teach it within the team.
🔹 Touchpoint & Interaction Design – Experience in designing impactful, delightful customer interactions.
🔹 Process Mapping – Ability to document and refine internal service processes (e.g., how invoices are sent to customers).
🔹 Customer Research – Customer-centric approach, ensuring service experiences are data-driven and valuable to Zinc’s users.

💡Soft Skills:

🧠 Customer-Centric Mindset – Deeply understands the needs and expectations of our HR/Talent community customers.
👁️ Eye for Delight – Passion for creating memorable, delightful experiences.
💭 Critical Thinker – Big-picture, strategic mindset to ensure experience design aligns with Zinc’s growth and vision.
📖 Facilitation & Storytelling – Ability to bring people on the journey, driving buy-in and collaboration across teams.
⭐ Ownership & Autonomy – Comfortable leading initiatives with a high level of independence.

Job Details

Date Posted	March 5, 2025
Status	Active
Location	London, United Kingdom
Industry	Software Development
Type	Full Time
Position	Mid level
Job Expiry	May 4, 2025
Salary	£50,000 - £55,000