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- Tasks: Lead the design and execution of customer journey processes for superior service delivery.
- Company: Join Nuffield Health, a charity dedicated to improving health and well-being.
- Benefits: Enjoy a collaborative work environment with opportunities for professional growth and development.
- Why this job: Make a real impact on customer experiences while leading a passionate team in service design.
- Qualifications: Previous experience in service design and change management is essential; team management skills required.
- Other info: Experience in Contact Centre of Financial Services is a plus.
The predicted salary is between 43200 - 72000 £ per year.
Lead Service Design Manager
Barbican/Hybrid | Finance | Permanent | Full-Time
Competitive salary, depending on experience
37.5 hours per week
Nuffield Health is the charity that’s building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes – we’ll do whatever it takes to look after the UK’s wellbeing. It starts with passion and commitment to quality. It starts with you.
The Lead Service Design Manager is responsible for the design, production, and execution of processes, policies, and procedures that underpin all parts of our customer journey that allows our customers to book, buy, and pay for our services. The role leads a team that has expertise in service design, process design, and change, which helps Nuffield Health deliver superior experiences to our customers.
Change comes from multiple sources within the charity and covers regulatory, proposition, policy, and service enhancements. Therefore, it requires effective response and management to prepare our frontline resources and digital solutions to execute on those briefs.
The remit for service design spans customer journeys across explore, book, buy, and pay across both our customers and suppliers – it covers all of our customer-facing channels.
As our Lead Service Design Manager, you will:
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Analyse and evaluate current processes within the Business Services to identify areas for improvement.
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Develop and document new processes, workflows, and standard operating procedures (SOPs) to optimize efficiency and effectiveness.
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Regularly review and update existing process documentation to ensure accuracy and alignment with evolving business needs.
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Work with the Service Design managers to support the execution of large change initiatives, ensuring successful implementation and adoption of new processes and technologies.
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Lead the execution of key large strategic initiatives ensuring successful execution.
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Collaborate with stakeholders from various departments to gather requirements, address concerns, and align change initiatives with organizational goals.
To be successful in this role, you will have previous service design and change management experience where you have managed teams. Contact Centre of Financial Services experience would be an advantage.
Helping you feel good.
We want you to love coming to work, feeling healthy, happy, and valued. That’s why we’ve developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health, and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts, and pension options. At Nuffield Health, we take care of what’s important to you.
Join us…It starts with you.
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Lead Service Design Manager employer: Nuffield Health
Contact Detail:
Nuffield Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Service Design Manager
✨Tip Number 1
Familiarize yourself with the latest trends in service design and change management. Understanding current methodologies and tools will help you demonstrate your expertise during interviews and discussions.
✨Tip Number 2
Network with professionals in the service design field. Attend industry events or join online forums to connect with others who can provide insights and potentially refer you to opportunities at StudySmarter.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams through change initiatives. Highlight your ability to analyze processes and implement improvements, as this aligns closely with the responsibilities of the Lead Service Design Manager role.
✨Tip Number 4
Research StudySmarter's customer journey and identify areas where you think service design could be enhanced. Bringing these insights to your conversations will show your proactive approach and genuine interest in the role.
We think you need these skills to ace Lead Service Design Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly understand the responsibilities and requirements of the Lead Service Design Manager position. Highlight your relevant experience in service design and change management in your application.
Tailor Your CV: Customize your CV to reflect your expertise in service design, process optimization, and team management. Use specific examples from your previous roles that demonstrate your ability to lead teams and implement successful change initiatives.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving customer journeys and your strategic approach to service design. Mention any relevant experience in contact centers or financial services to strengthen your application.
Highlight Collaboration Skills: Emphasize your ability to collaborate with various stakeholders. Provide examples of how you've successfully gathered requirements and aligned change initiatives with organizational goals in your past roles.
How to prepare for a job interview at Nuffield Health
✨Showcase Your Service Design Expertise
Be prepared to discuss your previous experience in service design and change management. Highlight specific projects where you led teams to improve customer journeys, focusing on the impact of your work.
✨Demonstrate Analytical Skills
Since the role involves analyzing current processes, come equipped with examples of how you've identified areas for improvement in past roles. Use data and metrics to back up your claims.
✨Emphasize Collaboration
This position requires working with various stakeholders. Share experiences where you successfully collaborated across departments to implement changes, addressing any challenges you faced and how you overcame them.
✨Prepare for Change Management Scenarios
Expect questions about managing change initiatives. Prepare to discuss your approach to leading teams through transitions, including how you ensure successful implementation and adoption of new processes.
