Senior Service Designer

Position Summary:

We are seeking an experienced and visionary Senior Service Designer to join our Global Digital Design team. As a Senior Service Designer, you will take a leadership role in crafting and optimising end-to-end service experiences that align with both user needs and business objectives. You will oversee both front-stage and back-stage touchpoints, using design thinking and service design methodologies to map customer journeys, identify pain points, and create seamless, integrated experiences. Collaborating with cross-functional teams, you will ensure that every touchpoint we create delivers a smooth, efficient, and delightful customer experience across a global landscape.

Your Day-to-Day:

• Lead the design and enhancement of end-to-end service experiences, ensuring they are user-centered, scalable, and aligned with strategic business goals.
• Strategically choreograph processes, technologies, and interactions, driving the delivery of holistic human-centered services.
• Develop and oversee comprehensive service blueprints, customer journey maps, and process flows to visualize and enhance the entire customer experience.
• Collaborate with UX/UI designers, product managers, researchers, developers, and digital marketers to integrate service solutions across all digital and physical touchpoints.
• Plan and lead workshops with teams and stakeholders, fostering a culture of innovation and collaboration.
• Conduct and oversee user research, leveraging insights to inform service design decisions and uncover opportunities for innovation and improvement.
• Identify and resolve holistic pain points, ensuring an efficient and cohesive experience for users across channels.
• Apply advanced design thinking methodologies to address complex business challenges, providing solutions that improve customer engagement and satisfaction.
• Advocate for service design principles within the organization, promoting the value of a holistic, user-centered approach.
• Continuously iterate on service designs based on feedback, testing, and performance data to enhance usability and efficiency.
• Collaborate with global teams to ensure services are adaptable and meet the needs of diverse markets worldwide.

What You Bring to The Team:

• Bachelor’s degree in Design Thinking, UX Design, or a related field.
• 6+ years of experience in Service Design, UX Design, or a similar role, with a strong portfolio of service design projects.
• Proven experience designing and leading the development of service blueprints, customer journey maps, and end-to-end service flows.
• Deep understanding of both front-stage customer experiences and back-stage processes and technology, ensuring cohesive service experiences across all channels.
• Extensive experience conducting and overseeing user research and applying insights to improve service design.
• Excellent communication and collaboration skills, with a proven ability to lead cross-functional teams in a global environment.
• Strong problem-solving skills, with a user-centered approach to addressing complex design challenges.
• The ability to simplify complexity and communicate simple, compelling stories to a broad range of stakeholders, propelling solutions forward.
• Proficiency with design tools (e.g., Figma, Sketch) and prototyping software, along with advanced knowledge of UX research methodologies.
• Experience working with global teams and designing services for diverse, multi-regional markets is a plus.