Senior Service Designer

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Requirements:

• Proven track record in service design or a similar role, with experience in leading, designing, developing, and implementing systems or processes in a high-growth environment.
• Experience and skills in UX/UI design, with an understanding of content design and its impact on user experience.
• A strategic, problem-solving mindset, able to balance user needs with business goals.
• Excellent communication and collaboration skills, able to work effectively across all levels.
• Familiarity with design thinking, human-centred design principles, and agile methodologies.
• Curiosity and a passion for testing, learning, and iterating to improve outcomes.
• Interest in AI, automation, and innovative technologies to enhance experiences.
• Experience in building operationally focused solutions in customer service or sales environments; prior Salesforce experience is advantageous.

Responsibilities:

• Lead the design of processes and systems that elevate both customer and colleague experiences, ensuring solutions are user-centred, impactful, and scalable.
• Work within a cross-functional team to research, analyse, and turn user insights into actionable service design improvements.
• Take a strategic approach to service design, balancing business objectives with user needs to deliver intuitive, efficient processes.
• Drive a culture of continuous improvement, testing, learning, and iterating to refine and optimise services.
• Champion customer and colleague experiences, using data and insights to make informed, impactful design decisions.
• Collaborate across teams, integrating UX/UI and content design into service improvements.