At a Glance
- Tasks: Lead service design initiatives to enhance customer experiences across multiple channels.
- Company: Join a diverse team from top tech giants and innovative startups.
- Benefits: Inclusive workplace with a focus on diversity and professional growth.
- Other info: Collaborative environment with opportunities for cross-functional teamwork.
- Why this job: Shape exceptional customer journeys and make a real impact in service design.
- Qualifications: Experience in service design, user research, and strong communication skills required.
The predicted salary is between 60000 - 80000 £ per year.
Join our dynamic team of diverse professionals from top tech giants, blockchain innovators, and FinTech unicorns. We're looking for an experienced Service Designer to shape customer experiences across channels. Use your expertise in service design and systems thinking to lead key initiatives, collaborate with diverse teams, and enhance customer satisfaction. Your strategic insights and guidance will be crucial in delivering exceptional service experiences.
Job responsibilities
- Develop and implement a comprehensive service strategy to focus on direct and indirect experiences, aligning business objectives and customer experience enhancement across multiple products and platforms.
- Develop clear future-state service propositions, journeys, and concepts that deliver value to customers and the business.
- Partner with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data to shape end-to-end service experiences across channels and touchpoints.
- Work with UX Research and Data to plan, conduct, and synthesize research to inform and validate service design deliverables.
- Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and opportunities for improvement.
- Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless experiences.
- Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement.
- Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics.
- Communicate complex service thinking clearly to stakeholders.
Required qualifications, capabilities and skills
- Solid hands-on experience in roles such as Senior or Lead Service designer or a related field, focusing on end-to-end customer experiences.
- Proven record in service design projects, including journey mapping, service blueprinting, and storyboarding.
- Experience in conducting user research to inform service design outcomes.
- A strong portfolio demonstrating end-to-end service design work: from discovery and insight through to service blueprints and future-state journeys.
- Strong communication skills to articulate service design artefacts to stakeholders.
- Represent service design in key governance and decision forums & experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.
- Strong collaborative skills to build alignment across diverse teams & Degree in Design, Service Design, HCI, Behavioural Science, Business, or related field – or equivalent practical experience.
Preferred qualifications
- Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives.
- Confident leading workshops, co-creation sessions, and playback meetings with senior, cross-functional stakeholders.
- Comfortable presenting and tailoring communication style for different audiences.
- Builds trusted relationships with Product, Engineering, Operations, Risk, and Compliance.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.
Strategic Service Design Lead — End-to-End CX in London employer: Aumni
Join a forward-thinking company that values diversity and innovation, where your expertise as a Strategic Service Design Lead will directly impact customer experiences across multiple platforms. With a strong commitment to employee growth, collaborative work culture, and a focus on inclusivity, you'll thrive in an environment that encourages creativity and strategic thinking. Our location offers unique advantages, including access to a vibrant tech community and opportunities for professional development, making it an excellent place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Service Design Lead — End-to-End CX in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show up with insights on their projects and how your skills can enhance their customer experiences. Tailor your examples to highlight your service design expertise!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers and boost your confidence. We recommend focusing on articulating your service design process and how you’ve tackled challenges in past projects.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s get you in the door!
We think you need these skills to ace Strategic Service Design Lead — End-to-End CX in London
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your hands-on experience in service design. We want to see your journey mapping, service blueprinting, and storyboarding skills shine through in your application!
Tailor Your Portfolio:Your portfolio should reflect your best work in end-to-end service design. Include projects that demonstrate your ability to enhance customer experiences and align with our business objectives.
Communicate Clearly:When writing your application, keep it clear and concise. We love strong communication skills, so make sure you articulate your service design artefacts effectively to show us what you can bring to the table.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and get you on our radar. We can’t wait to see what you’ve got!
How to prepare for a job interview at Aumni
✨Know Your Service Design Inside Out
Make sure you’re well-versed in service design principles, especially around journey mapping and service blueprinting. Brush up on your portfolio and be ready to discuss specific projects where you’ve made a significant impact.
✨Collaborate Like a Pro
Since the role involves working with diverse teams, practice how you can effectively communicate and collaborate with different stakeholders. Prepare examples of how you've facilitated workshops or co-creation sessions in the past.
✨Research is Key
Be prepared to talk about your experience with user research. Think of instances where your research directly influenced service design outcomes and how you synthesised that data into actionable insights.
✨Articulate Your Vision
You’ll need to communicate complex ideas clearly, so practice explaining your service design artefacts in simple terms. Tailor your communication style to suit different audiences, as this will be crucial in your role.
