Job Description

This role will work within established standard methodologies in our approach to supporting the customer. Working cross functionally, an understanding of the business needs and customer journey is essential. This role will deliver an engaging world class service experience in line with our service vision and business strategy

• Build and craft the key service experiences (how a customer gets help, channels, hours of operation, assisted contact experience etc)
• Partner with product / policy initiative by initiative to influence the product and Customer Experience
• Helps to identify potential requirements through a human centred design approach.
• Understand, analyse and map complex journeys and processes.
• Own the service design deliverables within a project such as service concepts, blueprints and other service design artefacts.
• Play a key role on initiatives to influence the customer journey and experience
• Use design research techniques to uncover customer needs and pain points; leverage insights to help craft the best customer journey and bring the voice of the customer to the table
• Develop partnerships with leaders, Tech leaders and industry experts to create a compelling service experience vision and principles, that is uniquely company and brings our strategy, brand and DNA to life
• Designing the base service and differentiations where needed
• Work on critical initiatives for customer support in a service design capacity
• Work within a consistent and global design framework to guide service efforts
• Be able to tell the customer story – through bringing all elements across the experience together to create an end-to-end understanding for wider teams. Help cut through the complexity.
• Be a creative problem solver who can put ideas into practice, bring to bear fast and experimental approaches to testing solutions
• Facilitate design thinking workshops with a variety of personas (Business, technical etc.) across the entire design process, research, ideation, design & delivery.

We offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Required Knowledge, Skills, and Abilities

• 5+ years’ experience in service design in a customer experience environment
• Experience working with remote global teams
• Passionate about service design creating human-centred services; a true customer-advocate
• Knowledge of existing and emerging service design tools and methods.
• Track record in delivering service design solutions in a customer service environment, demonstrating experience applying systems thinking to craft problems and working in a technical domain.
• Experience in technical and process documentation – detailing solutions and requirements across functional teams – an ability to bring the customer journey to life
• Strong change management and partner leadership skills
• Strong data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems
• Demonstrates understanding and creativity in the use of technology to enable business improvements
• Able to communicate complex technical topics in clear layperson’s terms, both verbally and in writing
• Design thinking advocate