Description
Location - Bristol/Remote
Duration - 12 Months
Rate - £514pd (inside ir35)
My client is looking for a Service Designer, someone to design end to end customer journeys for all products and solutions within a defined portfolio.
Responsibilities:
*Lead CX design workshops with external customer & internal customers such as Product, Propositions, Technology, Service, Digital etc. - including up to Director/MD level as appropriate
*Define and hold to account the sales, service and digital functions for the execution of their elements of the journey based on clearly defined criteria
*Define success criteria and metrics for all elements of the target customer journeys
*Proactively identify, size and scope CX improvement opportunities into the Principal, CX Improvement team to underpin CX transformation for a segment
*Bring to life the target customer experience, in a digestible manner for peers and exec management alike - presenting this for sign off at relevant forums (CX Design Forums, CX Walkthroughs. Stakeholder Show and Tells)
*Customer Experience or Service Design experience - often trained through agency with creative background
*Exceptional presentation and communication skills
*Journey and CX Blueprint Mapping - animation/video design skills a plus
*Stakeholder Management - comfortable in front of audiences of all levels of seniority
*Sound commercial skill/understanding
*Experience in requirements & success criteria setting - ideally in an agile environment
*Experience in customer research methodologies and working with customers to understand their needs
*Able to challenge, influence, negotiate and innovate at senior levels of the (Director/MD)
*Ability to manage high levels of ambiguity when dealing with emerging business or product strategy
*Proven track record in driving transformation - with experience working in digital preferred
*Preferred accreditations: Process ALP Bronze, and/or ARIS Connect process design (to appropriately trained BPMN standards)
Spring Technology acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.
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