Lead Service Designer

Role Expectations

We are looking for a Lead Service Designer to support. This person is responsible for understanding customers’ needs and translating them into innovative and seamless solutions. The consultant will work collaboratively with various teams, including product management, engineering, and marketing, to create services that provide exceptional customer experiences.

Responsibilities:

• Oversight, ingest, and periodically conduct comprehensive user research to gain an understanding of customers’ needs and expectations [including incorporation of insights from parallel workstreams].
• Create user personas, journey maps, and service blueprints to visualize and communicate customer interactions with our services.
• Work closely with the product and development teams to design and implement service improvements.
• Rapidly prototype and test new service solutions, and make iterative improvements based on customer feedback.
• Assess and prioritise opportunities against desired business outcomes.
• Advocate for the customer in all aspects of service delivery, ensuring that services are customer-centric and that they provide value to the customer.
• Collaborate with various teams to ensure a seamless and consistent customer experience across all touchpoints.
• Influence strategic decision-making with deep understanding of customer and service delivery.
• Ensure that service design reporting contains metric & KPIs to allow for data driven decisioning.

Qualifications:

• Commercial Insurance experience is critical, with deep understanding of the complex industry challenges, industry trends, common customer pain points, and the competitive landscape.
• Strong experience of hands-on service design, and ideally of building multi-disciplinary teams
• Strong understanding of service design methodologies, including user research, journey mapping, prototyping, testing, and implementation.
• Ability to apply insurance-specific knowledge in designing services that meet customers’ unique needs.
• Excellent collaboration and communication skills.
• Strong problem-solving skills and the ability to think strategically about customer needs and service delivery.
• Experience with service design tools such as Sketch, Adobe XD, InVision, or similar.

Preferred:

• A portfolio demonstrating your service design process and outcomes.
• Advanced knowledge of the commercial insurance industry.

Other Finer points

• This position will be based in East Coast time-zone in US.
• Ability to interact with senior client leadership and influence.
• Openness to work in a remote work environment with wider team based in UK.