At a Glance
- Tasks: Lead end-to-end Service Design activities and improve customer journeys.
- Company: Join a major transformation programme in a large-scale organisation.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Inclusive environment that values diversity and supports your career development.
- Why this job: Make a real impact on customer experiences during crucial moments.
- Qualifications: Experience in Service Design and strong problem-solving skills required.
The predicted salary is between 54000 - 66000 £ per year.
Service Designer
Location
Manchester
Working Pattern
Hybrid, 2 days per week onsite
Contract
Initial 6-month contract with potential extension
The Opportunity
We're looking for an experienced Service Designer to join a major transformation programme focused on improving some of the most important customer journeys within a large-scale organisation.
Working across customer services, you'll be responsible for shaping and delivering end-to-end service improvements across key customer interactions, including complaints and bereavement journeys.
This is an opportunity to work on services that have a genuine impact on customers, designing experiences that seamlessly combine digital capabilities, automation, and human interaction.
You'll play a key role from problem definition through to delivery, ensuring services are designed around customer needs while delivering measurable outcomes for the business.
- What You’ll Be Doing
- Lead end-to-end Service Design activities from discovery through to implementation.
- Define and solve complex service challenges across customer-facing and operational processes.
- Design future-state services that integrate digital, automated, and human touchpoints.
- Map customer journeys, service blueprints, ecosystems, and operational processes.
- Facilitate workshops and design-thinking sessions with cross-functional stakeholders.
- Gather insights from users, colleagues, and stakeholders to shape service improvements.
- Translate research and business requirements into practical, user-centred solutions.
- Measure and demonstrate the impact of service design interventions.
- Work closely with Product, Operations, Delivery, Technology, and Customer Service teams to drive successful outcomes.
- What We’re Looking For
- Proven experience working as a Service Designer within complex transformation environments.
- Strong understanding of end-to-end Service Design methodologies and best practices.
- Experience taking services from problem definition through to execution and adoption.
- Excellent workshop facilitation, stakeholder engagement, and design-thinking skills.
- Strong experience creating service blueprints, journey maps, and other Service Design artefacts.
- Ability to articulate the measurable impact of your work and the outcomes you have delivered.
- Comfortable challenging assumptions and influencing stakeholders at all levels.
- Consulting experience is welcomed.
- Ideal Background
- A dedicated Service Design background
- Experience delivering customer service transformation initiatives.
- Experience working across both digital and human service interactions.
Why Apply?
This role offers the chance to work on high-profile customer experience initiatives that directly affect customers during some of the most important moments in their journey.
You will be joining a team that values strong Service Design capability, creative problem solving, and evidence-based decision making.
We use generative AI tools to support our candidate screening process.
This helps us ensure a fair, consistent, and efficient experience for all applicants.
Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Pontoon is an employment consultancy.
We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace.
We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more.
We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Locations
Service Designer in Cheshire, Warrington employer: Pontoon Solutions
At Pontoon Solutions, we pride ourselves on being an excellent employer by fostering a collaborative and inclusive work culture in Gateshead. Our commitment to employee growth is evident through continuous training opportunities and support for career advancement, ensuring that every team member can thrive in their role. Join us to be part of a dynamic environment where your contributions directly impact product strategies and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Service Designer in Cheshire, Warrington
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Pontoon Solutions.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Pontoon Solutions. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Designer in Cheshire, Warrington
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Pontoon Solutions.
How to prepare for a job interview at Pontoon Solutions
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Pontoon Solutions's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Pontoon Solutions offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
