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For Companies At a Glance
- Tasks: Design and optimize customer experiences outside of product touchpoints.
- Company: Zinc is revolutionizing data ownership in hiring with a fresh perspective.
- Benefits: Enjoy 24 days holiday, early finish Fridays, and work-from-anywhere flexibility.
- Why this job: Join a dynamic team to create memorable moments for customers and drive impactful change.
- Qualifications: Experience in customer journey mapping and a strong design methodology background required.
- Other info: Work remotely, enjoy company retreats, and benefit from enhanced parental leave.
The predicted salary is between 40000 - 77000 £ per year.
Service Experience Designer
Department: Customer Success
Employment Type: Full Time
Location: Zinc – London
Reporting To: Tom Jewell (VP Customer)
Compensation: £50,000 – £55,000 / year
Description
At Zinc, we’re on a mission to craft an outstanding customer experience across every touchpoint beyond our core product. Reporting into the VP of Customer, you will play a pivotal role in shaping and redefining how customers interact with our services, ensuring every moment feels intentional, seamless, and delightful.
This is a strategic opportunity to own the customer-facing service experience. We already excel at resolving pain points, but we’re looking for someone to elevate our approach by designing memorable, high-impact moments that enhance our customers\’ journey with Zinc.
In this role, you’ll leverage experience design methodologies, journey mapping, and customer lifecycle management to ensure our service experience is as thoughtfully crafted as our product. If you’re passionate about designing standout customer interactions and embedding design thinking into a fast-moving, customer-focused team, we’d love to hear from you!
Key Responsibilities
- Customer Journey Mapping: Map out the full service experience outside the product, identifying key opportunities to enhance interactions and create high-impact moments for our customers.
- Experience Measurement: Develop and refine customer experience data to drive decisions and improve service touchpoints.
- Customer Lifecycle Management: Own the development and launch of an automated customer lifecycle management framework, ensuring that every stage of the customer journey is intentionally designed for maximum impact.
- Service Experience Design Expertise: Embed a structured, methodical approach into the team to elevate our service experience design capabilities.
- Creating Moments of Delight: Identify opportunities to design and scale memorable experiences that resonate with our HR and Talent community.
- Connecting the Dots Across Teams: Ensure alignment between our Customer strategy and the day-to-day service interactions customers receive, working closely with Product, Customer Success, and Account Management teams.
Skills, Knowledge and Expertise
Hard Skills:
- Customer Journey Mapping: Ability to map out customer journeys for non-technical touchpoints.
- A Core Design Methodology: Strong expertise in a design framework of choice, with the ability to embed and teach it within the team.
- Touchpoint & Interaction Design: Experience in designing impactful, delightful customer interactions.
- Process Mapping: Ability to document and refine internal service processes (e.g., how invoices are sent to customers).
- Customer Research: Customer-centric approach, ensuring service experiences are data-driven and valuable to Zinc’s users.
Soft Skills:
- Customer-Centric Mindset: Deeply understands the needs and expectations of our HR/Talent community customers.
- Eye for Delight: Passion for creating memorable, delightful experiences.
- Critical Thinker: Big-picture, strategic mindset to ensure experience design aligns with Zinc’s growth and vision.
- Facilitation & Storytelling: Ability to bring people on the journey, driving buy-in and collaboration across teams.
- Ownership & Autonomy: Comfortable leading initiatives with a high level of independence.
What we offer
Zinc offers a chance to work on a product that brings a fresh perspective on data ownership in hiring.
- 24 days holiday + Bank Holidays + your birthday off
- £1200 annual benefits allowance (ThanksBen , from month 2)
- Early finish Fridays (16:00)
- 30 days to work from anywhere
- Yearly company retreat to Serbia
- Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory)
- Statutory pension with NEST (3% employer, 5% employee)
- Zinc shares, issued through the EMI Scheme
- Unlimited access to MoreHappi coaching
- Company socials, quarterly team socials, Free Monday lunches
- Nursery workplace benefit scheme (Yellownest)
- Option to lease an electric car through Electric Car Scheme
- Celebrated Zinc anniversaries
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Service Experience Designer employer: Zinc Work Limited
Contact Detail:
Zinc Work Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Experience Designer
✨Tip Number 1
Familiarize yourself with customer journey mapping techniques. Understanding how to effectively map out customer interactions will be crucial in demonstrating your ability to enhance service touchpoints during the interview.
✨Tip Number 2
Showcase your experience in designing delightful customer interactions. Prepare examples of past projects where you created memorable experiences, as this aligns perfectly with the role's focus on creating moments of delight.
✨Tip Number 3
Highlight your ability to work collaboratively across teams. Be ready to discuss how you've successfully aligned different departments to improve customer experiences, as this is a key responsibility in the role.
✨Tip Number 4
Demonstrate your critical thinking skills by discussing strategic approaches you've taken in previous roles. This will help show that you can think big-picture and align experience design with Zinc’s growth and vision.
We think you need these skills to ace Service Experience Designer
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Service Experience Designer position. Understand the key responsibilities and required skills, especially focusing on customer journey mapping and experience design methodologies.
Tailor Your CV: Customize your CV to highlight relevant experience in customer experience design, journey mapping, and any previous roles that demonstrate your ability to create memorable customer interactions. Use specific examples that align with the responsibilities outlined in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for creating delightful customer experiences. Mention how your skills and experiences make you a perfect fit for the role and how you can contribute to Zinc's mission of enhancing service touchpoints.
Showcase Your Design Methodology: In your application, be sure to discuss your expertise in design frameworks and how you have successfully embedded these methodologies in previous roles. This will demonstrate your capability to elevate Zinc's service experience design capabilities.
How to prepare for a job interview at Zinc Work Limited
✨Understand Customer Journey Mapping
Make sure you can discuss your experience with customer journey mapping in detail. Be prepared to share specific examples of how you've identified key opportunities to enhance interactions and create memorable moments for customers.
✨Showcase Your Design Methodology Expertise
Familiarize yourself with various design methodologies and be ready to explain your preferred framework. Highlight how you've embedded this methodology in previous roles and how it can benefit the team at Zinc.
✨Demonstrate a Customer-Centric Mindset
Prepare to discuss how you understand the needs and expectations of the HR and Talent community. Share examples of how you've used customer feedback to drive improvements in service experiences.
✨Highlight Your Collaboration Skills
Since this role requires connecting the dots across teams, be ready to talk about your experience working collaboratively with different departments. Emphasize your ability to facilitate discussions and drive buy-in for initiatives.
