Lead Service Designer

As the subject matter expert and lead of client service design for the firm, you’ll be responsible for utilising insight and research to improve and develop client journeys and experiences. Working closely with a diverse range of colleagues across Client Experience and Insight, Business Performance, Marketing and Change you’ll focus on bringing friction points and opportunities to life, providing tangible solutions to drive improvement, embedding a personalised experience, which increases recommendation, word of mouth and reputation.

As a lead service designer, you’ll balance strategic thinking with hands-on design work, ensuring that services meet client needs effectively.

About You

• Extensive experience in service design or customer journey design, with a good track record of designing new processes and experiences and delivering customer focussed improvements within a large scale service delivery business.
• Customer centric mind-set, able to credibly operate as the voice of the customer within business discussions and projects.
• Ability to simplify complex, cross departmental information and processes, enabling improvement opportunities to be found
• Previous experience of Design Thinking methodology and journey mapping.
• Able to credibly operate as the voice of the customer within business discussions and projects.
• High quality verbal and written presentation skills to articulate the concept of design or service improvements.
• Excellent communication and facilitation skills, with experience at facilitating senior face to face workshops
• Experience of working with complex data, research and insight – surfacing ley areas of improvement
• Excellent MS excel and PowerPoint skills and experience of journey mapping software
• Resilient and change focused – will have a track record of delivering step change customer improvements, as well as incremental improvements within a large service delivery business.
• Drive and ambition to improve customer processes and services, able to work independently and in an agile approach.
• Inquisitive mind-set and has the ability to look beyond the norm and find new ways of working.
• Excellent communicator, with high levels of emotional intelligence and empathy.
• Exceptional planning qualities; a passion for organising and delivering projects while inspiring cross-functional teams differing roles, levels of experience and areas of focus
• Can bring new ideas for enhancing and expanding our existing activities
• The ability to easily establish trust-based relationships with multiple stakeholders and gain valuable insights and ideas for improvement through collaboration and communication
• Drive and tenacity; enjoys a challenge, proven ability to adapt and remove obstacles to achieve results, determination and optimism

For a full copy of the job description, please follow the link to apply.