Service Designer

Discover a position where you can take a key role in re-designing services and delivering improved customer experiences and efficiencies. You’ll be conducting research in the form of surveys, focus groups and workshops, developing and implementing new customer journeys and enhancing the experience.

What you’ll be doing:

• Supporting customer experience improvement engagements across the project lifecycle for Capita’s diverse client base, to drive client retention and business growth
• Working with cross-functional project teams (including service design, insight, innovation, IT, UX / UI etc.) and partners to deliver industry leading transformation
• Responding creatively and appropriately to the challenges of each engagement
• Working with internal and client colleagues to co-ordinate and facilitate workshops
• Supporting all aspects of engagements, including but not limited to stakeholder engagement, cultural change, training and capability development
• Contributing to and support the continuous development of the CX Team

What we’re looking for:

• Understanding of the latest CX, digital & technology trends and innovations
• CX experience and a relevant qualification would be helpful but not essential
• Experience in delivering customer experience/digital transformation programmes (either sub-components and/or end to end)
• Analytical skills and design thinking with a track record in improving service around customer needs and behaviours with the use of qualitative and quantitative analysis