Service Design Professional

London  ‐ Onsite
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Description

Service Design Professional urgently required for our Central Government London based client on a 6 month initial contract + extensions.

This Programme is one of the largest across Government and you will gain a deep understanding of how a large complex portfolio operates as well as develop a broad range of effective business skills. You will be supporting channel design: designing to-be customer journeys across multiple channels including telephone and face to face, working with operational teams and third parties to design journeys that work for our users and staff, including running workshops, collating and synthesising insight to inform design. You will also be responsible for designing a toolkit for project leads to use to ensure the design of their digital services is accessible, for example, standards for the design of paper journeys for new services. You must uncover customer insights and bringing them to life e.g. creating and analysing surveys, conducting focus groups and building customer personas. Lastly, you will translate business, operational and technology-driven objectives into user-centric solutions; collaborate with product owners to ensure that changes to the customer journey are correctly implemented and tested; ensure compliance with legal, regulatory and operational requirements.

The successful candidate will have experience of designing solutions which meet user needs and deliver an improved experience with knowledge on best tools and processes. You will have solid experience of defining and maintaining customer journeys, ideally from a multi-channel environment, with the ability to design non-digital interactions as part of a broad end-to-end service. You will also have the ability to understand how the service fits into a broader organisational context and constraints, and to analyse the root cause of problems. You will also be able to confidently facilitate design sessions/workshops and articulating ideas clearly in writing, visually and verbally.

Please apply if you are a Content Designer/ Customer Experience Designer/ Customer Journey Specialist who meets the above criteria!

Michael Bailey International is acting as an Employment Business in relation to this vacancy.
Start date
12/2018
Duration
6 months
From
Michael Bailey Associates
Published at
14.11.2018
Project ID:
1666315
Contract type
Freelance
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