Service Designer

Reporting to the Service Design Manager, this position will be responsible for develop the CX strategy by designing end-to-end journeys of a digital service, generating the business understanding of our current CX, develop a data driven strategy, and leverage customer-centered strategies to delight our customers at each step of the conversion journey to transform the digital customer journey across all operations.

• Map the current customer journey across all
• Develop and document a profound understanding of the similarities and differences of each operations journeys.
• Size business opportunities detected in every part of the customer
• Provide clear customer journey strategic data-driven direction to the Digital
• Deliver insight-based clear guidelines to design the future state digital customer journeys for all LLA operations.
• Develop best practices analysis, competitor benchmarks and CX maturity models within the organization.
• Interact with digital and business teams to gather data and align
• Analyze market trends, internal data, customer feedback, competition, current offering, business health, and strategic priorities.
• Work with a service design process and methodology: Research, Ideation and Prototyping. Working closely with UX/UI design, UX Research, CRO, Technology, Product Owners and local teams from the journey conception, design, and development phases.
• Execute customer insight research, including primary and secondary research, and propose adhoc methodology to develop CX Mapping workshops.
• Identify pain points and opportunities across the customer journey.
• Ensure business objectives are in place around any iteration of the customer journey.
• Design digital end-to-end customer journeys for products and services in an Agile environment, using available resources to prototype services and validate ideas.
• Create service blueprints of the future state Digital Customer Journey
• Planning and execute CX workshops trough the region, as well as remotely.

Knowledge & ExperiencePreferred education/ qualifications:Graduate-level (Bachelors or higher) degree in Design, Business, Economics, Marketing or other related field.+5 years of experience working with CX, Research, Service Design or related.Specific Knowledge & Experience

• Strong written and verbal communication skills in English and Spanish
• Customer empathy to translate user feedback into actions and impacts
• A balanced focus on business results with consumer desirability to drive teams toward creative and innovative solutions
• Ability to work with an approach of Design Thinking, Design Driven and Customer Centric
• Leadership to motivate teammates to build amazing customer
• Sound business judgment, with strong analytical thinking skills and ability to influence others.
• Knowledge of leveraging data to build business cases
• Deep knowledge and experience of service industries organizations
• Experience and ability to drive change through influence
• Ability to form strong business relationships across all functions
• Strong Grasp of Digital ways of working and the Digitalization Opportunities
• Timeliness in all actions with quality consciousness towards services received and provided
• Effectively gathers information, structures clear reasons for decisions and leads debate where required
• Works collaboratively with stakeholders and team members to deliver the best results for the customer and to remove barriers of execution
• Demonstrates strong ability to work under pressure with multiple competing priorities.
• Demonstrates the importance of data driven analysis and the ability to articulate in a meaningful way for the team

Skills & Abilities

• Innovates with a customer focus
  • Surprises and delights stakeholders with customers centric analysis and innovates bases on business and customer needs
• Planning and executes collaborative workshops
  • Capable to design innovation processes using experience criteria to decide from a wide range of alternatives witch methods are the appropriate for every
• Entrepreneurial Drive for Results
  • Tenacious and relentless in their drive for results. Striving to achieve simplicity for his stakeholders
• Lives One Company
  • Works across our matrix/footprint to achieve the best outcome for the business, our customers, employees and shareholders
• Industry Specific
  • Multi-industry knowledge with ability to leverage knowledge from other industries such as Banking to innovate on LLA’s digital approach. Knowledge of telecommunications, ISP & Broadcast industry is a
• Resilient Approach
  • Ability to lead at scale across multiple priorities, continually innovating and creating new opportunities to deliver greater efficiency

Required Critical Competencies And BehaviorsBusiness Focus

• Accountable for the delivery of sound business

Communications

• Accountable for managing key Stakeholder expectations and communications

Relationships

• Accountable for ensuring that key business relationships are identified, developed, and regularly maintained proactively to support business performance and communications
• Strong inter-personal and collaboration skills with the ability to interact at all levels, building and strengthening positive relationships at every touch point

Performance

• Accountable for ensuring their own performance and habitually reviews working practices and performance with a view to improving processes, procedures, and general levels of service, ultimately engendering a “continuous improvement” culture resulting in enhanced customer experience
• Ensure the production, measurement, and achievement of meaningful key performance indicators to drive performance across their squad

Reporting

• Accountable for ensuring that the required Status reporting is provided to the timetable and timescales required

Personal

• Displays Energy and passion to achieve and exceed stretching objectives often delivering within tight timescales
• Displays a highly collaborative and constructive approach to solving problems cross functionality
• Displays Strong relationship building, collaboration and influencing skills
• Displays High personal integrity and strong leadership qualities
• Displays Flexibility in approach to work and able to perform under pressure
• Able to dynamically respond to both strategic and tactical operational management requirements
• Commercial awareness of the external environment and the ability to “think outside the box”
• Displays high levels of self-awareness and emotional intelligence in all situations