Our client is a dynamic company who is disrupting the home services market. A progressive company who has achieved year on year, they now have the opportunity for a Senior Service Designer to join their growing team to enable them to continue to build a robust and scalable service in the widest holistic sense.
This role will interface with and have authority to drive change with every single customer touch point e.g. UI, UX, Operations, Customer Service, Billing, Payments etc. and also with the customer invisible, back office functions as well.
The successful candidate will utilise user insight, feedback, your own experience and best practice to create positive change in the overall services.
Lead customer centred service design and implementation
Plan, conduct, synthesise, and present research and user testing where appropriate as a means to identify impactful opportunities and to iterate solutions
Lead the study of existing service ecosystems, including review of data and benchmarking of solutions in other sectors
Orchestrate and lead workshops with colleagues, partners, and customers
Ideate service improvements for existing customer journeys and express these in revised journey maps and scenarios that reflect user, business, and technology requirements
Articulate and communicate concepts and solutions through impactful storytelling, visualisations, prototyping and UX design where appropriate
Engage with multidisciplinary teams that includes designers, product management, developers, marketing, sales, and customer support
Required Skills and Experience:
5 years of designing end-to-end user experiences; prior start-up experience is useful but not a prerequisite
Deep understanding of user-centred service design processes and techniques and can demonstrate where this has been used in other companies
Understanding of the interconnection between desired user experiences and positive commercial outcomes (for example improving margins through cost aware service design)
Commercially as well as technically aware so is able to operate as the bridge between customers and the business
Expert skills in prototyping tools and flow management and visualisation
Ability to create and communicate a point of view on what a twelve star customer service experience should look like using insights, trends, and technologies