Service Designer

Responsibilities

• ● As a Service Designer, you will support the design and delivery of end-to-end member and customer experiences across diverse business units and projects. Ensures service journeys align with business objectives and member / customer expectations by applying evidence-based human-centred design practices to identify gaps and opportunities across products, services, and touchpoints to support design of service experience strategy, and drive continuous improvement.
• ● This is a 12-month maximum-term role.
• ● What will you be doing
• ● Leading end-to-end service design initiatives that deliver member-centric experiences aligned with business objectives across all channels.
• ● Developing service design artefacts such as blueprints, journey maps and experience architectures that connect customer needs with business objectives.
• ● Collaborating with product, technology and operations teams to translate service experiences into actionable, feasible solutions.
• ● Conducting qualitative and quantitative research to uncover member behaviours, needs and pain points across end-to-end journeys.
• ● Conducting detailed service experience mapping and research and validation with internal and external stakeholders.
• ● Synthesising research and data into actionable insights, developing personas, journey hypotheses and service improvement opportunities.
• ● Facilitating co-creation workshops and design sessions that align cross-functional teams on shared goals and outcomes.
• ● Influencing stakeholders by communicating clearly complex experience insights through engaging narratives and evidence-based design strategy.
• ● What are we looking for in you
• ● Proven experience in Service Design methodologies including Design Thinking, Lean Start-up, Lean UX, Design Sprints and Agile.
• ● Demonstrated experience of planning and leading research and design of complex omni-channel services is mandatory.
• ● Strong background in customer experience product design including qualitative and quantitative research, customer behaviour analysis and marketing insights with proven experience leading research and design activities with cross-functional stakeholders.
• ● Ability to synthesise research findings into clear, actionable insights, recommendations and opportunities that inform delivery decisions is mandatory.
• ● Ability to translate detailed insights and requirements into strategic vision and recommendations that inform senior leadership decisions and product direction is mandatory.
• ● Comfortable collaborating and delivering quality outputs in fast-paced, ambiguous and complex environments
• ● Ability to lead projects independently or contribute effectively as a team member.
• ● Exposure to transformational projects and organisational change initiatives is advantageous.