Service Designer

As a Service Designer, you will lead the development of service design as a discipline at JATO, and help define and mobilise a focus on Customer Experience across all our products and services. You will work closely with our existing UX colleagues to build out our customer journey, and design customer interactions. Working with the Strategy team, you will also help colleagues across JATO to understand the commercial business benefits of a service design approach.

Key Responsibilities – You will help JATO move into 2021 and beyond with a new customer-centred strategy, working with our teams around the world. Additionally, be part of the CX team, helping colleagues in all functions within JATO to place customers at the heart of what we do
– Responsible for running all kinds of customer research and engagement projects, including developing our methodology for customer experience and helping our client management teams around the world apply a customer centred approach to their work
– Lead the development of service design as a discipline at JATO, working with customer experience, product, customer services, technology and client management/sales teams worldwide
– Plan and lead customer observation activity to help us understand how customers use our products and services
– Be able to explain, discuss and justify service design and customer experience work clearly, with language and tone that resonates with colleagues around the world who come from very different backgrounds and business functions
– Be an experience workshop designer and facilitator – including virtual workshops – able to lead teams through interactive design thinking sessions which will help them understand how to apply a customer focused approach to their work
– Design JATO customer journey and client engagement model through research with customers and colleagues, and bring knowledge of best practice and personal experience, to create a model which will support JATO teams worldwide to understand and support our customers
– Lead pilot project engagements which will demonstrate the value of a customer centred interaction design approach to improving the service levels JATO delivers to our clients
– Understand and be able to apply customer experience as a commercial lever to support business success
Key Requirements – Previous working knowledge in service design consultancy/agency (preferred)
– Experience of working in a largely B2B context is essential
– Exceptional communication skills in English, verbal and written. Additional languages are welcome
– Experience of interaction design and visual design
– Have previously worked in a cross functional matrix team
– Proven history of understanding and navigating organisational structures and politics
– The ability to identify, unpick, and simplify core processes