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, competitive salary, and opportunities for professional growth.
- Other info: Embrace diversity and inclusion in a dynamic work environment.
- Why this job: Shape impactful customer journeys and collaborate with talented professionals.
- Qualifications: Experience in service design 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. Visit our FAQs for more information about requesting an accommodation.
Lead Service Designer employer: TwinThread
Join a forward-thinking company that values diversity and innovation, where your role as a Lead Service Designer will empower you to shape exceptional customer experiences across various channels. With a strong emphasis on collaboration and employee growth, we offer a dynamic work culture that encourages creativity and continuous improvement, alongside competitive benefits and opportunities for professional development in a thriving environment.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Service Designer
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage with professionals on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service design. We recommend doing mock interviews with friends or mentors to build your confidence and refine your answers. Remember, showcasing your experience in journey mapping and service blueprinting is key!
✨Tip Number 3
Show off your portfolio! Make sure it highlights your best work in service design, including those killer projects that demonstrate your end-to-end process. We want to see your journey maps and service blueprints, so make them shine when you present them.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search. Let’s get you on board!
We think you need these skills to ace Lead Service Designer
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 examples that demonstrate your ability to create clear future-state service propositions and customer journeys that deliver real value.
Communicate Clearly:When writing your application, keep it clear and concise. We love candidates who can articulate complex service design concepts in a way that’s easy for everyone to understand, so don’t hold back!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with our dynamic team!
How to prepare for a job interview at TwinThread
✨Know Your Service Design Inside Out
Make sure you brush up on your service design principles and methodologies. Be ready to discuss your past projects in detail, especially those involving journey mapping and service blueprinting. This will show that you not only understand the theory but have practical experience too.
✨Showcase Your Collaborative Spirit
Since this role involves working with diverse teams, be prepared to share examples of how you've successfully collaborated in the past. Highlight any workshops or co-creation sessions you've led, and how you facilitated consensus among stakeholders. This will demonstrate your ability to work cross-functionally.
✨Communicate Clearly and Confidently
Practice articulating complex service design concepts in a way that's easy to understand. Use clear examples from your portfolio to illustrate your points. Remember, strong communication skills are key in this role, so don’t shy away from showcasing your ability to tailor your message for different audiences.
✨Prepare for User Research Discussions
Be ready to discuss your experience with user research and how it has informed your service design outcomes. Think about specific instances where your research led to significant improvements in customer experiences. This will highlight your strategic insights and ability to use data effectively.
